Customer Services Assistant Manager
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 as we can. We have massively scaled our efforts across Asia, Latin America 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! To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Turkey. Office location: 4. Levent, Turkey Primary Responsibilities 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 Turkey. Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.) Qualifications: Bachelor's degree in related departments Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite Excellent command of written and communication skills in English. Ability to communicate effectively with people at different levels Ability to develop, implement and review policies and procedures At least 4 years work experience in customer service field, with a minimum of 3 years in team management capacity A sound knowledge and understanding of contact centre management principles Experience in a logistics or start up environment would be an advantage Experience in multi-location, multi-culture 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-hk/candidate-privacy-notice 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.
Наблюдалась 2026-09-15, впервые 2026-09-02, источник — Indeed.