Customer Services Assistant Manager
Berlin
City Teams – Germany /
Full-time /
On-site
To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Germany.
What we seek:
- Manages frontline operation teams to ensure operational excellence and excellent customer service.
- Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards.
- Develop a productive and achievement oriented working environment for employees resulting in high engagement scores.
- Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
- Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimum.
- Complete ad-hoc assignments from CX Functional team.
- Contribute to the Lalamove growth in Germany
- Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
What you'll need:
- Degree holder with a proven track record of stakeholder management
- Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
- Ability to communicate effectively with people at different levels
- Ability to develop, implement and review policies and procedures
- At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity
- A sound knowledge and understanding of contact centre management principles
- Excellent command of written and communication skills in German and English
- Experience in a logistics or start-up environment would be an advantage
- Experience in a multi-location, multi-cultural environment is a plus
To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.
This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-de/en-gr/candidate-privacy-notice
