Job Description:
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.
Onto our fifth year as a start-up, 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 are 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.
The Opportunity:
This Driver Operations Associate role is one of the most important positions in our company as you have the most touch points with our drivers. You’re expected to answer every driver inquiry and be our Lalamove ambassador. Our drivers’ excellent experience solely depends on you.
This role will require you to be comfortable with answering the driver’s queries with an open and patient mind. It is important that you provide excellent customer service in a timely manner.
If you scream “passionate customer service professional”, we want you!
Duties and Responsibilities: Manage community of drivers with the goal of creating fair and respectful platform environment for drivers Manage driver activation rate and driver satisfaction via 2 way communications and activation programs Moderate driver chat groups and relay important feedback to Operations Manager Create and deploy all driver announcement messages in all communications channels Maintain the quality of drivers through: Coaching drivers based on set target # Creating and completing coaching tracking sheet Executing and upholding Lalamove Partner Driver Policies Recommend improvements on driver penalties and standards to ensure top quality of drivers Create and propose rewards and benefits programs for driver retention Facilitate driver training sessions Enforce all Driver SOPs and policies developed by Operations Manager Execution of penalization and banning of drivers Responsible for end to end execution of Special Projects or Campaigns Perform other duties that may be assigned by the management team from time to time
Minimum Qualifications:
Bachelor’s degree in any field you’re passionate about! Communication is your bread and butter (written and verbal) Analytical and problem solver 1 year of driver operations experience is a plus Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications The ability to accept feedback gracefully The heart and passion for our customers and drivers and the ability to exude client satisfaction An eye for the minute details Initiative and are self-motivated Willing to be assigned in Makati City
