Customer Services Assistant Manager

Lalamove
Istanbul
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 4+ yearsEducation: bachelorsSkills: ["Coaching","Performance management","Communication","Root cause analysis","Policy development"]

Lead frontline customer service operations for the Level 1 and Level 2 Contact Centre in Turkey, ensuring operational excellence and service quality. Manage frontline operation teams, produce KPI reports, identify root causes, and drive action plans. Coach and performance-manage Customer Service Team Leaders, coordinate with CX and cross-functional stakeholders, and support L1/L2 operations optimization. Initiate improvement projects to raise customer satisfaction and support Turkey growth.

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Lalamove
Lalamove
2 years ago

Customer Services Assistant Manager

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead frontline customer service operations for the Level 1 and Level 2 Contact Centre in Turkey, ensuring operational excellence and service quality. Manage frontline operation teams, produce KPI reports, identify root causes, and drive action plans. Coach and performance-manage Customer Service Team Leaders, coordinate with CX and cross-functional stakeholders, and support L1/L2 operations optimization. Initiate improvement projects to raise customer satisfaction and support Turkey growth.
Location: Istanbul
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage frontline operation teams to ensure operational excellence and excellent customer service.
  • •Produce accurate reports, identify root causes, and create action plans to address gaps against team and department KPIs and service standards.
  • •Develop a productive, achievement-oriented environment and drive high engagement scores among employees.
  • •Provide coaching and performance management to Customer Service Team Leaders to support employee success and customer satisfaction.
  • •Coordinate with stakeholders to resolve operational problems, address staffing and work assignments, and ensure Level 1 and Level 2 operations function at optimum.

Key Requirements

  • •At least 4 years’ experience in customer service, including a minimum of 3 years in team management capacity.
  • •Bachelor’s degree in a related department.
  • •Proficiency with Microsoft Office (Word, Excel, PowerPoint) and Google Suite.
  • •Excellent written and communication skills in English, with the ability to communicate effectively across different levels.
  • •A sound understanding of contact centre management principles; logistics or startup experience is an advantage.
Experience:4+ yearsLogisticsStartup
Education:Bachelor's
Skills:CoachingPerformance managementCommunicationRoot cause analysisPolicy development
Languages:English
Tech Stack:Microsoft OfficeWordExcelPowerPointGoogle Suite

Company Brief

Lalamove
On-demand logistics platform providing same-day delivery, courier, and freight services for individuals and businesses across urban centers, connecting drivers with customers via a mobile and web app.
Industry: Last Mile Delivery
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Hong Kong, Hong Kong
Founded: 2013
WebsiteLinkedIn