JOB BRIEF As a Driver Operations Associate (Onboarding), you will play a key role in ensuring a smooth and seamless onboarding experience for our Driver Partners. You will be responsible for verifying driver documents, supporting walk-in enquiries, responding to driver support tickets, and ensuring all onboarding requirements are completed accurately and efficiently. This role is ideal for someone who enjoys interacting with people, has strong attention to detail, and thrives in a fast-paced operations environment. You will also provide operational support to our call team during peak periods to help maintain service levels. WHAT YOU'LL DO * Verify Driver Partner documents and ensure all onboarding requirements are completed accurately and in accordance with company guidelines. * Provide professional and friendly support to Driver Partners through walk-in enquiries, helping them complete the onboarding process. * Respond promptly to Driver Partner enquiries via Zoho tickets, WhatsApp and other support channels, ensuring timely resolution. * Support onboarding and offboarding administrative processes, including bank account updates, wallet balance refunds and account maintenance. * Manage callback requests relating to onboarding and offboarding enquiries to ensure a positive Driver Partner experience. * Provide backup support for inbound and outbound call operations during peak periods or when required. * Identify opportunities to improve operational processes and enhance the Driver Partner onboarding experience. * Work closely with the wider Driver Operations team to achieve operational targets and service level expectations. * Maintain accurate records while ensuring compliance with internal processes and quality standards. WHAT WE'RE LOOKING FOR * Diploma in Business, Operations, Customer Service or a related discipline. Fresh graduates are welcome to apply. * Strong customer service mindset with excellent communication and interpersonal skills. * Comfortable interacting with people from diverse backgrounds in both face-to-face and virtual settings. * Highly organised with strong attention to detail and the ability to manage multiple priorities. * Able to work efficiently in a fast-paced and dynamic environment. * A proactive team player with a positive attitude and willingness to learn. * Proficient in Microsoft Office applications, particularly Excel, Word and Outlook. * Experience in customer service, operations, logistics or support functions will be an advantage. To all candidates- Lalamove respects your privacy and is committed to protecting your personal data. This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-hk/candidate-privacy-notice