Customer Service Associate

Founded in Hong Kong in 2013, Lalamove is an on-demand delivery platform that redefines logistics through technology. Driven by our mission to "empower local communities by making delivery fast and affordable," we are a global unicorn operating across markets in Asia, Latin America, Europe, and the Middle East. We seamlessly connect people, vehicles, and freight to support city infrastructure.

As a Customer Service Associate, you will assist customers with inquiries and complaints related to our products and services. Your ability to think quickly, solve problems effectively, and work as part of a team will be essential to your success. This role offers a unique opportunity to have a measurable impact on our market by supporting the growth of business clients on our platform.

What you’ll do

• Provide world-class customer service to corporate clients, individual customers, and partner drivers via live chat, call or email
• Investigate and resolve customer concerns.
• Respond to inquiries, guide customers, and ensure first-contact resolution.
• Work regularly with our Driver Operations, Sales, and Finance teams.
• Record details of inquiries, comments, and complaints.
• Support users and drivers by answering their questions proactively, clearly, and efficiently, using the right methods and tools.

What you’ll need

• 1+ year of experience in customer service, a contact center, or BPO.
• Native-level written and verbal communication skills in Japanese.
• Business-level written and verbal communication skills in English.
• Positive, customer-oriented mindset with strong communication skills.
• Target-driven and adaptable, with the ability to handle a fast-paced environment, multitask, and solve problems effectively.
• Willingness to work flexible shift schedules, including weekends and public holidays.
• Computer literacy, including familiarity with Google Workspace (e.g., Docs, Sheets) and instant messaging tools.

Why join Lalamove

• Global Culture: The energy of a global tech giant combined with the focus of a local Japanese startup.
• Impact: You aren't just managing tickets; you are helping shape how Japan moves.
• Growth: Opportunities for career advancement as we expand our footprint across Japan.