Job Responsibilities:
1. Handle our B2B clients’ suggestions, inquiries, requests and complaints received via various channels (Such as emails, live chats, and website) with the utmost care and in the most efficient manner.
2. Able to judge the critical level of issues and escalate them to L2 support or relevant teams.
3. Take ownership and a proactive approach to resolve issues and complaints.
4. Guide clients in using our product and application, making them comfortable in accessing its features.
5. Provide end users and clients’ feedback, working closely with the product, engineering and operation teams to ensure continuous improvement in product development and user experience.
6. Able to collaborate with different teams.
7. Support the team with ad-hoc tasks: training and coaching new hires, reporting etc.
8. Work in shifts, shifts as below:
Morning 07:30-16:30
Afternoon 14:30-23:30 (NT$3,000/month Allowance)
Night 23:00-08:00 (NT$6,000/month Allowance)
9. Strive to meet both the individual and team’s KPI targets.
Requirements & Skills:
1. Ideally educated to degree level
2. Online customer service experience and technical background is a plus
3. Fluent in reading and writing English and Mandarin
4. Good communication skills
5. Self-motivated and ability to work in a fast-paced environment
6. Hold driver's license.
工作內容
1. 以客戶為導向且積極協助處理B2B客戶端透過各類管道 (如電子郵件、即時通訊軟體、網站...等) 所提出的建議、詢問、需求以及客訴。
2. 能夠迅速清晰分辨問題及判斷應提交問題的相關的部門以進行後續處理。
3. 針對客戶端的各類問題及客訴主動提供解決方案。
4. 引導客戶端使用產品及系統。
5. 將最終用戶及客戶端的建議提供給對應部門，以確保產品研發及使用者體驗持續進行優化。
6. 能夠跨部門溝通及合作
7. 協助團隊處理額外的工作任務，如培訓指導新進同仁或是制作報告等。
8. 三班輪班制，需配合排班與輪班
早班 07:30-16:30
中班 14:30-23:30 (有每月NT$3,000 中班津貼)
晚班 23:00-08:00 (有每月NT$6,000 夜班津贴)
9. 盡力達成個人及團隊的積效目標。
工作特質及技能要求
1. 大學畢業
2. 有線上客服經驗及技術背景者尤佳
3. 良好的溝通能力
4. 具備流利的中、英文讀寫能力
5. 能夠自我激勵及能適應快速步調的工作環境
6. 具備機車或汽車駕照
