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Customer Service Manager 客服經理

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Job updated over 2 years ago

Job Description

Pickupp is hiring a Customer Service Manager to build and grow our logistics tech business in Taiwan. This role will focus on building and executing the customer services function for our users (merchants, delivery agents and recipients). This role will be based in Taipei. The right candidate should be comfortable with an “all hands on deck” and fast paced startup environment. If you have the passion, innovative and collaborative spirit to build this exciting business, come join us!

Candidates with the right fit but with less experience may be considered for the Senior Associate or Associate positions.

Pickupp 正在招募一位客服經理,協助共同開拓台灣的物流科技市場。這個職位將在台北負責執行客戶服務,需針對不同客戶(商家、物流士及收件人)建立服務流程,並管理客服人員。

我們將優先選擇熱愛主動參與執行及新創快速步調的夥伴。如果你擁有熱情、創新及合作精神一起共同建立這具有挑戰的新事業,歡迎加入我們!

若面試條件符合,但較為缺乏管理經驗者,可被聘為資深客服專員或客服專員。

About the role:

  • Customer Support: Deliver accurate & complete information to our customers by answering any & all inbound enquiries in a timely & empathetic manner.
  • Escalations and Resolutions: Resolve any issues faced by customers promptly with necessary follow-ups to ensure absolute resolution.
  • Scalable Solutions: Provide scalable & workable solutions to any issues faced.
  • Performance & KPIs: Consistently meet customer service excellence KPIs (CSAT, Average Response Time, Average Resolution Time, First Call Resolution, Abandon Rate, etc).
  • Design & Optimize CS Flow: Contribute to the design & execution of support logic, standard responses, processes & KPIs.

我們希望你有的經驗跟特質:

  • 客戶服務:提供精準且完整的資訊予客戶,並以專業且同理的態度回答客戶問題
  • 回報和解決客戶問題:及時排解客戶的問題,並後續追蹤確實解決問題
  • 建立規模化解決方案:為遇到的問題提供可規模化的解決方案
  • 績效和KPI:達成客戶服務相關KPI(客戶滿意度,平均回應時間,平均處理時間,一通電話完成率,放棄率等)。
  • 設計和優化客服流程:提出客戶支援和服務邏輯、標準回應方式、流程和KPI。

Requirements

Requirements:

  • Bachelor’s Degree or above.
  • Fluent in written and spoken English and Chinese
  • 3-4 years of relevant experience. Candidates with the right fit but with less experience may be considered for the Senior Associate or Associate positions.
  • Proven customer service experience across various channels (chat, email, phone)
  • Self-starter with a strong sense of urgency & consistent follow through on tasks.
  • Natural passion for helping others and creating experiences that exceed a customer’s expectations.
  • Natural tendency to remain calm, collected and empathetic under pressure.
  • Ability to work outside of standard working hours depending on shifts.
  • Ability to manage irate customers.

應徵條件:

  • 大學以上
  • 中英文流利
  • 3-5 年客服相關經驗。若面試條件符合,但較為缺乏管理經驗者,可被聘為資深客服專員或客服專員。
  • 熟悉線上即時對談系統,透過文字或通話方式回覆並解決顧客相關問題
  • 態度主動積極,能獨立作業
  • 個性開朗熱誠,具備良好的邏輯思維能力和溝通技巧提供專業的客戶體驗
  • 有耐心及強烈的同理心為客戶解決問題,並具備抗壓性
  • 可接受排班及輪班者
  • 能面對且平復不悅的客戶
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60,000 ~ 80,000 TWD / month
Managing 1-5 staff
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Logo of Pickupp Taiwan 皮卡物流科技.

About us

企業物流解決方案第一選擇
Pickupp深信科技與數據化將持續推動物流的未來,我們的目標是善用數位科技顛覆傳統物流商業模式,提供彈性和多元的物流解決方案,協助商家或企業用戶能夠靈活的擴展業務,從2016年以來,Pickupp 在香港、新加坡、馬來西亞和台灣已經服務超過2萬多家的用戶,除了快遞服務、當日送達、隔日送達和國際物流服務外,我們更提供點對點物流、第一哩路和最後一哩路的物流服務。從個人或微型賣家、中小網店、大型電商、零售或第三方物流,我們都可以打造最符合您需求的物流解決方案,憑藉著我們彈性的服務,企業不再需要將成本花費在建置物流及培養自家車隊,利用共享經濟的優勢,為您的企業節省時間和金錢,協助您在業務拓展上更加順遂,期望打造全新的物流生態圈。