客戶經理 Account Manager

工作內容： 1.負責企業客戶問題的第一線受理，進行諮詢回應、問題紀錄及初步分類與整理。 2.熟悉公司產品功能與操作流程，能準確辨識客戶需求與問題類型。 3.與內部團隊（如產品、技術支援等）協作，進行資訊共享與問題轉交，提升處理效率。 4.協助彙整常見問題與處理經驗，支持知識庫建立與流程優化。 5.依照標準作業流程，準時回覆客戶來電、電子郵件或線上諮詢，並做好紀錄與回報。 6.依據案件分類標準，將問題導向相關處理部門，確保客戶需求能被妥善接手。 Job Responsibilities: 1.Serve as the first point of contact for enterprise client inquiries, responsible for receiving, documenting, and conducting preliminary classification of client issues. 2.Develop strong familiarity with the company’s products and operational procedures to accurately identify client needs and issue types. 3.Collaborate with internal teams (e.g., product, technical support) to share information and escalate issues efficiently. 4.Assist in compiling frequently asked questions and support cases to contribute to knowledge base development and process improvement. 5.Respond to client requests received via phone, email, or online channels in a timely manner, and ensure proper documentation and reporting. 6.Route issues to appropriate departments based on classification standards, ensuring smooth handover and resolution of client needs.