Customer Service Management
1 week ago
工作內容
一、客服制度建立與流程規劃(核心)
- 建立完整客服作業制度、內部 SOP、FAQ、知識庫(包含充電、停車、漫遊、App 操作、場域設備與車輛問題等)。
- 設計工單分類與處理流程(事件分類:App/系統、現場場域、車輛問題、優惠資格、支付金流、漫遊訂單等)。
- 建立跨部門回報與 escalation 機制(技術、機電、BD、營運、產品)。
- 訂定案件 SLA、客服 KPI 與品質稽核制度。
二、客服團隊管理與訓練
- 招募並管理客服團隊,包含排班、訓練、能力模型建立。
- 建立客服人員的問題判斷邏輯(重現問題、確認前因後果、場域規則、漫遊規範等)。
- 定期進行話術演練、案件回顧、情境模擬訓練。
三、用戶體驗與服務改善
- 彙整客服數據:案件類型、根因分析、常見異常、用戶痛點。
- 與產品/工程/BD 協作,提出改善方案並推動落地。
- 與外部合作夥伴(CPO、車廠、金流、場域方)協作,優化客服流程與資訊交換。
四、產品與場域知識建立
- 理解 EV 充電漫遊流程(OCPI)、停車場設備、充電樁、雷達/線圈、車牌辨識等場域規則。
- 理解優惠折扣邏輯(折扣資格、折扣到期、金流費用、漫遊自動停車/自動充電等)。
- 能協助建立跨產品線的「一站式 Q&A 內容」。
職務要求
必要條件
- 3 年以上客服管理經驗,具制度建立、SOP 設計、客服團隊訓練經驗。
- 擅長問題分析、案件分類與根因拆解,能建立明確流程。
- 熟悉客服系統(CRM、工單、知識庫)。
- 良好的跨部門溝通協作能力,能推動流程落地。
- 能在新創/快速變動環境下工作,具高責任感與執行力。
加分條件
- 有電動車充電、停車場、IoT、能源管理、金流或 SaaS 產業經驗。
- 熟悉 EV 充電漫遊(OCPI)、OCPP、APP 操作流程者為加分。
- 有建立新人訓練教材、QA 演練流程者佳。
- 有客服 KPI、NPS、QA 稽核制度建立經驗。
你會很適合我們,如果你…
- 喜歡把混亂的事情整理成清楚的制度與流程。
- 不怕處理疑難雜症,反而擅長從中建立 SOP。
- 會主動跨部門協作,而不是卡在資訊落差中。
- 希望打造一套能讓客服團隊更輕鬆、更專業的系統。
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