工作說明Job Description:
請簡述本職位之主要目的(Please describe the fundamental purpose of the job.)
1. Reply to all incoming calls, chats, emails, social media messages for daily customer service inquiries.
2. Provide the highest quality of first level support for all technical and functional queries.
3. Ensure customer satisfaction, provide customers with proper information, and handle customer's emotions with patience and good manners.
4. Strong analytical and problem-solving skills and the ability to effectively interact with internal/external partners.
5. Maintain SOP and Knowledge Base to achieve operational/financial goals with analytical skills to drive for continuous improvement.
6. Prepare and analyze the weekly and monthly operational reports to identify improvement opportunities.
1. 回覆並協助解決客户經由電話/電子郵件/社群網路/即時訊息反映的問題。
2. 遵守作業流程提供並完成高品質的客戶服務體驗。
3. 提供正確資訊解決客戶問題,同時耐心的處理照顧客戶情緒,以確保客戶滿意度。
4. 整理客戶反映問題相關數據,提出分析結果報告及改善建議。
5. 確保客服內部標準作業流程與知識庫內容正確,撰寫外部常見問题、服務通告及聲明。
6. 整理並分析每周和每月的客服運營報告。
人格特質需求 (Personal Character Needs)
- Proficiency in both Mandarin and English (written & spoken)
- 2+ years of contact center service or social media marketing experience
- Keen to learn and willing to take new challenges
- Self-motivation, highly energetic, outgoing character, and willing to explore self-potential in different areas
- Strong interpersonal & communication skills
- Able to work on different rosters (09:30~18:30 and 13:00~22:00) during weekdays and weekends (5 working days per week)