Senior Customer Experience Associate

Hong Kong, Hong Kong SAR /
Customer Experience – Customer Experience /
At Lalamove, we 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.  Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs.  We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities we can.  We have massively scaled our efforts across Asia and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there! 

As Senior Customer Experience Associate, you will work closely with the various Customer Care Managers for each centres and stakeholders to identify opportunities for process improvement and optimisation.  The goal is to drive down the contact ratio for the platform to ensure the business and the operations can grow sustainably.  There will also be opportunity to participate in the quarterly budgeting and manpower projection exercise, and to propose improvement to both the model and the process.  You may also be asked to participate in other process optimising projects for other areas of the operations within the company.

The ideal candidate should have a keen interest and capability to work with data, attention to details to identify opportunities, and drive actions out of the insights.

What we seek:

    • Data savvy: enjoy analysing data and have the ability to present data that highlights insights for action
    • Quick learner: ability to pick up new skills or tasks quickly
    • Problem solver: critical thinking skills and have the ability to identify creative and practical solutions to problems
    • High autonomy: self-organised, initiator, passionate with a can-do attitude and own end-to-end projects
    • Team player: ensure stakeholders are involved and aligned for project execution
    • Communicative: have the ability to communicate effectively with peers and seniors, inspire actions and influence the strategy of stakeholders

What you'll need:

    • Degree holder with a proven track record of stakeholder management
    • At least 3 years of work experience
    • Experience in working in a multi-location, multi-culture environment is a plus
    • Experience in operations or process optimisation is a plus
    • Experience using Tableau or other BI Tools for reporting and analyses is a plus
    • Excellent command of written and communication skills in English and Chinese
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