[遠端] Customer Service Specialist 客服專員(三線客服)

3 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Coupang

Coupang

Coupang is a leading e-commerce company disrupting the industry with innovative services and a customer-centric approach.

Internet Software & Services
1K-5K
Founded 2010

Description

  • 依據一線客服提交的嚴重投訴進行主管回電。
  • 跨部門溝通並優化相關流程。
  • 協助用戶處理問題並找出系統或 SOP 的不足。
  • 與相關部門溝通以優化系統、功能及內部流程。
  • 針對一線人員的服務品質提供回饋與改善建議。
  • 確認一線專員作業內容,並適時提供回饋以提升效率與服務品質。

Requirements

  • 中文聽說讀寫流利,具母語程度。
  • 具基本英文能力,能處理跨部門溝通需求。
  • 能在高壓環境下獨立且快速處理問題。
  • 調適能力與應變能力佳,邏輯清楚,擅長處理高敏感度或高情緒案件。
  • 擅長溝通與紀錄整理,能將口頭溝通轉化為文字資料。
  • 具備團隊責任感。
  • 具處理高敏感客訴經驗者佳。
  • 具客服主管回電經驗者佳。
  • 具電商平台運作經驗者佳。
  • 採遠端工作制,但報到後需至辦公室接受約兩週新人訓練。
  • 需配合排班制,依班表休假,輪班時間為週一至週日早班 10:00-19:00、晚班 12:00-21:00。

Benefits

  • 採遠端工作制。
  • 報到後提供約兩週新人訓練。
  • 依班表排班休假。

Interested in this position?

Apply directly on the company website

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