Customer Service Associate

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple.

About the job: This Customer Service Associate role is one of the most important positions in our company as you have the most touch points with our customers and drivers. You're expected to answer every call and be our Lalamove ambassador. Our customers and drivers excellent experience solely depends on you.

This role will require you to be comfortable with answering the customer's and driver's queries with an open and patient mind. It is important that you provide excellent customer service in a timely manner.

What You'll Do

• Assisting of customer orders, reassigning of transaction, modification etc. for fulfillment rate purposes.
• Handle and resolve complaints both for drivers and users in a thoughtful and professional manner.
• Submit tickets for escalated concerns such as damaged/missing items, undelivered orders etc.
• Performs other duties that may be assigned by management from time to time.
  
  

What We Seek

• Someone with a passion for helping others by providing excellent customer service
• A committed customer service representative who is amenable to working on the assigned shifts
  
  

What You'll Need

• Has experience in handling voice and chat channels.
• For chats experience, agents should have handled multiple concurrencies assisting customers
• Must be amenable to working onsite in the Paranaque Integrated Terminal Exchange (PITX)
  
  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.