Lalamove (HK)

Lalamove - Senior Customer Experience Analyst

Entry Level
Hong Kong
Senior Customer Experience Analyst
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About Us

Originally founded in 2013 as EasyVan, Lalamove is Asia’s leading local delivery platform with a presence in more than 120 cities. Lalamove’s mission of making local delivery faster and simpler is driven through harnessing the power of mobile internet to bring the sharing economy to logistics. In the past 5 years, more than one million customers and hundreds of thousands of professional van, motorcycle, lorry and truck drivers across the region have used Lalamove to help their business grow.

Who we're looking for

We are looking for a Senior Customer Experience Analyst to join our team at Lalamove!

What you will be doing
  • As Senior Customer Experience Associate, you will work closely with the various Customer Care Managers for each centres and our partners to maintain and optimise the performance of the Virtual Assistant (chat bot).  
  • This include regular review of the various reports to further improve coverage and scope for the Virtual Assistant, as well as identify opportunity to drive down contact ratio.  
  • The role is also expected to play an important role in the maintenance and monitoring of key metrics and participate in the process of manpower forecast and planning.  
  • There should be close collaboration with the various operations teams to identify opportunities to further improve the performance of respective centres.  
  • The ideal candidate should have a strong sense of curiosity to explore system, attention to details to identify opportunities, a keen interest and capability to work with data, and drive actions out of the insights.
Who you are
  • At least 1 year of working in a call centre environment, or proven record of using a forecasting system for decision making and/or forward planning
  • Experience and knowledge in workforce management is a plus
  • Relevant degree holder is a plus
  • Experience in working in a multi-location, multi-culture environment is a plus
  • Excellent command of written and communication skills in English and Chinese
  • Data savvy: enjoy analysing data and have the ability to present data that highlights insights for action
  • System savvy: enjoy exploring system design and have the ability to identify ways to use the system more effectively
  • Quick learner: ability to pick up new skills or tasks quickly
  • Problem solver: critical thinking skills and have the ability to identify creative and practical solutions to problems
  • High autonomy: self-organised, initiator, passionate with a can-do attitude and own end-to-end projects
  • Team player: ensure stakeholders are involved and aligned for project execution
  • Communicative: have the ability to communicate effectively with peers and seniors, inspire actions and influence the strategy of stakeholders

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Unit 403, Innocentre, 72 Tat Chee Ave
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Lalamove (HK)

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