Job Purpose 工作簡介:
This role is one of the most important positions in our company because you have the most touch points with our users and drivers. You will rush to answer every call on the first ring, and when you are on the phone, you are our lalamove ambassador. Whether our customers or drivers have a positive experience with us depends on you.
No two days are ever the same in customer service and don't be surprised if you receive customer or driver complaints occasionally, it probably means that they are feeling frustrated and they need your help. Our best CS role model gives it a laugh and tries their best to turn around the situation. No hard feelings.
This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business.
優質的客戶服務是Lalamove最重視的價值，而客戶服務部站在公司的最前線，是提供優質服務的關鍵。與客戶和司機溝通時，您將代表Lalamove化身為Lalamove大使，您將決定客戶及司機的體驗。您必須致力提供最佳服務，因為Lalamove的形象是由您建立!
客戶服務部每日需要處理各種不同的問題，您需要以平常心去面對每一通來電、以專業態度協助客戶及司機解決問題。
Responsibilities 主要職責：
- Answer incoming customer and driver calls/ Handling chats enquiry and fulfill their request;
接聽熱線電話/處理線上即時對話，滿足顧客及司機的需要 - Update customers on their order status and manage their expectation;
為客戶跟進訂單進度及管理客戶要求 - Monitor fulfillment, and help customers find a vehicle if they have been waiting for a while;
監控訂單配對率，協助乘客尋求合適的司機
Requirements 資歷要求：
- Post-secondary education (HKCEE / HKDSE or equivalent)
中學或以上學歷程度 - Customer-oriented with good communication and telephone skills
擁有良好客戶溝通技巧 - Good team player and responsible
良好團隊精神，有責任感 - Fluent in written and spoken English and Cantonese
流利廣東話及英語書寫及會話 - Knowledge and understanding of mobile and web technologies
有基本流動電話及電子科技知識 - Proficient in Chinese and English typing
懂中英文輸入法 - Shift Duty is needed 需輪班工作
(Hotline Operating Hour: Mon - Sat: 08:00 -22:00, Sun & P.H: 09:00 -22:00)