Customer Services Assistant Manager

100% remote Flexible hours Hiring now

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

Additional Information

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

Apply to this Job

Apply

Customer Services Assistant Manager

What we seek

What you'll need

Additional Information

Keep exploring

Ruby On Rails Software Engineer - 4 Day Week + Remote

Customer Service Associate

Car Delivery Driver

React Native Software Engineer - 4 Day Week + Remote

Car Delivery Driver

Content Marketing Executive

AI Engineer - 4 Day Week + Remote

Associate, Driver Operations

Car Delivery Driver

Senior Project Manager - Data Centres, UK (Hybrid/Remote)

Experienced Part-Time Remote Data Entry Clerk – Join arenaflex's Virtual Team

Clinical Triage Nurse On Call

Immediate Start Easy Remote Data Entry For Teens From Home Entry

Apply Now: Fedex Work From Home [Part-Time WFH Job]

Information System Security Officer (ISSO)/Security Tester Remote / Telecommute Jobs

Experienced Part-Time Customer Service Representative – Friendly and Supportive Local Self-Storage Facility

Data Governance Consultant

Experienced Remote Data Entry Clerk – Full-Time/Part-Time Opportunity for Detail-Oriented Professionals in Data Management and Administrative Support

Remote Transcriptionist â€“ Evening Audio Typing Work From Home

Experienced Part-Time Customer Service Representative – arenaflex Pompano Beach