Customer Service Associate

About the role

The Customer Service Associate is the front‑line representative of Lalamove, handling inbound calls and chat inquiries from both customers and drivers. You will ensure timely, courteous assistance and help shape a positive experience for all users of the platform.

Key responsibilities

• Answer incoming phone calls and live‑chat messages, addressing requests and issues promptly.
• Provide order updates, manage expectations and assist customers in locating a suitable vehicle when needed.
• Support corporate users by handling their specific requests and requirements.
• Resolve conflicts, complaints and performance issues involving drivers.
• Collaborate with teammates, motivate peers and act as a role model within the call‑center environment.

Required profile

• Positive, outgoing and customer‑oriented attitude with a passion for the business.
• Assertive communication skills and strong interpersonal abilities.
• Team player with a sense of responsibility.
• Fluent in written and spoken English and Cantonese.
• Basic understanding of mobile and web technologies.

Required skills

• Knowledge of mobile and web technologies.
• Proficiency in Chinese and English typing.