BO】客戶體驗專員 Customer Experience Executive

【 職務簡介 】
FunNow 期望打造消費者服務的新標竿我們相信每一位顧客都是最重要的夥伴,致力於提供愉快且流暢的使用體驗。這個角色是公司面對用戶與商戶的第一線,若你喜歡與人互動、樂於解決問題且具備高抗壓與同理心,歡迎加入我們的行列

【 主要職責 】
.接聽客服電話與處理即時訊息,協助用戶與商家解決問題。
.準確識別需求、記錄問題並提供適當的解決方案。
.彙整用戶反饋與行為資料,協助內部優化服務與產品體驗。
.回覆平台評論、社群訊息與商戶諮詢。
.建立與維護用戶/商戶資訊檔案。
.與產品、營運、行銷等部門協作,處理跨部門需求。

【 必要條件 】
.良好口語與書面溝通能力,能清楚引導並建立信任。
.高抗壓、具耐心與服務熱忱,能應對各種情緒與情境。
.重視細節、具備多工處理能力,能快速反應與精準執行。
.具團隊合作與主動協助精神。
.中英文溝通能力良好(閱讀、書寫與口說)。
.工作時間:本職位為 輪班制工作,需配合早晚班輪調,包含週末與國定假日輪值。
.休假安排:每月依照排班提供 固定休假天數,休假日將提前安排與確認。

【 加分條件 】
.有客服、平台支援或電話服務相關經驗者。
.熟悉客服系統(如 Zendesk、Freshdesk、Intercom 等)。
.具備資料整理與分析能力(Excel / Google Sheets)。
.有 B2B 客戶/商家端協作經驗者。
.泰文溝通能力良好(閱讀、書寫與口說)。

[ Capsule ]
FunNow is building the new benchmark for customer service in the digital platform space. We believe every customer is our most valuable partner. As the first point of contact for both users and merchants, this role is ideal for those who enjoy problem-solving, effective communication, and delivering a delightful user experience.

[ Typical Accountability ]
- Handle incoming calls and online messages, resolving issues for users and merchants.
- Accurately identify customer needs and provide timely, effective solutions.
- Gather feedback and usage insights to improve user experience and internal operations.
- Respond to platform reviews, social messages, and merchant inquiries.
- Maintain and update user and merchant profiles.
- Collaborate cross-functionally with Product, Operations, and Marketing teams to resolve issues.

[ Essential Competencies ]
- Strong verbal and written communication skills; able to build trust and guide users clearly.
- High stress tolerance, patience, and service mindset to handle various emotional scenarios.
- Detail-oriented, fast-paced, and capable of multitasking effectively.
- Team player with a proactive approach to problem-solving.
- Proficient in both Chinese and English (reading, writing, speaking).
- Work Schedule: This is a shift-based role with rotating day and night shifts, including weekends and public holidays.
- Leave Arrangement: Each team member will have a fixed number of rest days per month, scheduled and confirmed ahead of time.

[ Desirable Competencies ]
- Experience in customer service, platform support, or phone-based roles.
- Familiarity with customer service tools (e.g. Zendesk, Freshdesk, Intercom).
- Data handling and analysis skills (Excel / Google Sheets).
- Experience supporting B2B clients or merchant operations.
 - Proficient in Thai (reading, writing, speaking).