Customer Service Associate

Kuala Lumpur /
City Teams – Malaysia /
/ On-site
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.

Now operating in Hong Kong, China, Taiwan, Thailand, Singapore, Vietnam and Philippines, our aspirations don’t stop there as our model has the ability to transform how goods moved in any city worldwide. Backed by a team of experienced entrepreneurs, Lalamove offers a great place to add real value because you get real ownership of what you do. Come work with energetic, dynamic individuals, and play a critical role in disrupting the entire logistics market in a cutting-edge tech company.

We are building a world class Customer Services team. The Customer Service Associate role is one of the most important positions in our company because you have the highest touch points with our users and drivers! As our Lalamove ambassador, whether our clients or drivers have a positive experience depends on you!

Does providing problem-solving resources, and keeping your customers happy bring satisfaction to you? Join the team at Lalamove and experience first hand, the thrill of disrupting the logistics industry all while providing excellent customer service. This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business. 

Think you are up for it? Apply now!

Main Responsibilities

    • Inquiry management (inbound and outbound): Provide support to our users and drivers by answering their questions in a proactive, clear and efficient manner
    • Handle customer and driver complaints: Provide appropriate solutions and alternatives within the time limits and limit the risks of driver/user dissatisfaction
    • Match supply and demand: Monitor Lalamove daily operations activities and pro-actively engage driver to ensure a maximum fulfillment rate
    • Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools

What we seek

    • A go-getter, and problem solver mindset to proactively customize solution for each customer needs
    • Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and situations
    • Good written and verbal communication skills to communicate accurately within our customers
    • Ability to multi-task, prioritize, and manage time effectively

What you'll need

    • Bachelor's degree or college experience preferred. Previous experience in customer support
    • Willingness to work weekends, early mornings, late nights, and occasional holidays
    • Experience in service, customer support, food & beverage, retail or other high volume e-commerce platforms
    • Trilingual; Mandarin, English & Bahasa - would be an added advantage
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:

Untuk semua kandidat- Lalamove menghormati privasi Anda dan berkomitmen untuk melindungi data pribadi Anda. Pemberitahuan ini akan memberi tahu Anda bagaimana kami akan menggunakan data pribadi Anda, menjelaskan hak privasi Anda dan perlindungan hukum yang Anda miliki saat Anda mendaftar untuk bergabung dengan kami. Mohon luangkan waktu untuk membaca dan memahami Pemberitahuan ini. Pemberitahuan Privasi Kandidat: