Customer Experience Team Leader
6 meses atrás
Atualmente, a Lalamove é uma plataforma líder global de entrega sob demanda com milhões de parceiros de entrega atendendo a milhões de pedidos todos os dias.
- Com mais de 1600 funcionários espalhados pela Ásia e LATAM, nossa empresa alcançou o status de unicórnio em 2018, é bem financiada por VCs proeminentes e tem continuado a crescer a uma velocidade tremenda desde então.
Milhões de motoristas e clientes usam a Lalamove todos os dias para se conectar e mover coisas que importam. A entrega é o que fazemos de melhor e garantimos que seja sempre rápida e simples. Desde 2013, temos abordado o setor de logística de frente para encontrar as soluções mais inovadoras para as necessidades de entrega do mundo. Oferecemos aos clientes uma maneira extremamente rápida e conveniente de reservar serviços de entrega e mudança, estejam eles em casa, no trabalho ou em trânsito.
A nossa força reside nos nossos valores internos, nomeadamente **Paixão **em servir as comunidades locais, **Execução **e **Resiliência **porque é assim que nos diferenciamos, nunca desistindo e lutando pela excelência, e **Humildade**:
- consciência em nós mesmos para aprender com outros e nunca para de melhorar.
Nossa visão é aproximar as comunidades e facilitar a vida na cidade, permitindo a circulação rápida e conveniente de mercadorias. Realizamos essa visão com uma abordagem 'glocal', construindo uma equipe de operações robusta para adaptar nosso produto às redes locais de empresas e contratantes de entrega. Ao mesmo tempo, temos a ambição de construir uma marca internacional estabelecendo uma presença ainda mais global.
Buscamos um(a) profissional qualificado para atuar em nossa área de Customer Experience. Esta área desempenha um papel vital no sucesso a longo prazo da Lalamove, influenciando diretamente a satisfação do cliente, a fidelidade à marca, a reputação corporativa e a rentabilidade. Ao investir na experiência do cliente, reafirmamos o nosso compromisso com a excelência e paixão em servir.
**O que você irá fazer**:
- Capacitar e desenvolver sua equipe fornecendo-lhes as ferramentas, o conhecimento, o treinamento, o coaching e tudo o mais necessário para que os Associados e Assistentes da CS forneçam as soluções mais eficazes, eficientes, colaborativas e gentis para nossos usuários e motoristas. Dentre as atividades:
- Supervisão dos assistentes de suporte via chat;
- reorganizar e acompanhar as tarefas do time, prestando todo suporte necessário;
- Elaboração de escala de trabalho;
- Criação e elaboração de apresentações para áreas internas;
- Report de dados à Gerência;
- Controle das métricasControle de pausas;
- Atuará para melhorar fluxos e processos envolvendo o time.
**Esperamos que você tenha**:
- Inglês avançado;
- Mínimo de 1 ano em posição de liderança de times;
- Conhecimento em métricas de CX;
- Habilidade analítica e conhecimentos em Excel para elaborar relatórios;
- Habilidades em convencer as pessoas com dados;
- Habilidade em ler as necessidades não declaradas das pessoas;
- Habilidade para tranquilizar e acolher as pessoas;
**O que oferecemos**:
- Auxílio alimentação e refeição no cartão Flash Benefícios;
- Vale Transporte;
- Acesso a até quatro sessões gratuitas no Zenklub - plataforma de psicólogos, nutricionistas e terapeutas integrativos;
- Gympass;
- Assistência médica e odontológica SulAmérica;
- Seguro de vida MetLife;
- Auxílio Creche;
- Reembolso anual na compra de material Escolar;
- Vouchers Lalamove;
- Dayoff de aniversário;
- Bônus anual.
**Horário de trabalho**: De terça-feira à sábado, das 12h20min às 22h.
**Localização do escritório**: Próximo a estação da CPTM de Osasco.
- Lalamove respects your privacy and is committed to protecting your personal data.
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