Job Purpose 工作简介:
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.
优质的客户服务是Lalamove最重视的价值，而客户服务部站在公司的最前线，是提供优质服务的关键。与客户和司机沟通时，您将代表Lalamove化身为Lalamove大使，您将决定客户及司机的体验。您必须致力提供最佳服务，因为Lalamove的形象是由您建立!
客户服务部每日需要处理各种不同的问题，您需要以平常心去面对每一通来电、以专业态度协助客户及司机解决问题。
Responsibilities 主要职责：
- Answer incoming customer and driver calls/ Handling chats enquiry and fulfill their request;
接听热线电话/处理线上即时对话，满足顾客及司机的需要 - Update customers on their order status and manage their expectation;
为客户跟进订单进度及管理客户要求 - Monitor fulfillment, and help customers find a vehicle if they have been waiting for a while;
监控订单配对率，协助乘客寻求合适的司机
Requirements 资历要求：
- Post-secondary education (HKCEE / HKDSE or equivalent)
中学或以上学历程度 - Customer-oriented with good communication and telephone skills
拥有良好客户沟通技巧 - Good team player and responsible
良好团队精神，有责任感 - Fluent in written and spoken English and Cantonese
流利广东话及英语书写及会话 - Knowledge and understanding of mobile and web technologies
有基本流动电话及电子科技知识 - Proficient in Chinese and English typing
懂中英文输入法 - Shift Duty is needed 需轮班工作
(Hotline Operating Hour: Mon - Sat: 08:00 -22:00, Sun & P.H: 09:00 -22:00)