Customer Service Specialist

6 days ago

Taiwan Coupand Full time

我們在台灣的包括「火箭速配」,以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品,並提供國際速配服務。我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會,一同參與 Coupang 在台灣的成長,打造一個讓我們的顧客自問「沒有 Coupang,我該怎麼過活?」的世界。職位: Customer Service Specialist 夜班韓文客服專員(二線客服)職務概覽:1. 跨部門溝通1) 擔任用戶聯絡窗口,協助請相關單位處理用戶問題(一線專員按照指南處理但無法於一線解決的用戶諮詢案件)> 依照組內SOP請相關單位協助確認或處理用戶之問題> 提供正確即時之回覆,解決用戶問題並提升用戶滿意度(2) 針對問題案件安排聯繫用戶> 相關單位通報問題件時,安排一線專員連繫用戶進行相關說明(提供說明話術及處理方式給專員等)2. 優化流程及系統透過處理升級案件發掘需改善之SOP及系統問題,優化組內、CS組織、大至公司整體之流程,提升業務效率及服務品質,以提供顧客良好體驗3. 協助一線專員提升服務品質(1) 一線專員或SV處理錯誤> Feedback相關錯誤內容,以利得到改善,提升服務品質(2) 協助解決一線專員碰到之系統問題及相關障礙> 協助請工程師確認並協助排解(3) 一線專員及SV發生無法解決之棘手問題> 協助處理及回報招募條件:1. 中文聽說讀寫能力具台灣人母語程度2. 韓文能力(TOPIK 5級以上)3. 英文能力(基本溝通能力)4. 具備在快節奏環境下工作經驗及迅速調適之能力5. 細心且緊急應變能力強6. 溝通和人際技巧強,能有效和顧客、團隊成員、其他利害關係人溝通加分條件:1. 客服經驗(有客服中或類似環境的經驗尤佳)2. 電商經驗其他補充:1. 上班時間 (夜班工時將額外提供20%夜班津貼) 夜班:2200~0700*初期須調整作息會先安排小夜1800~0300(兩周,視情況可調整)2. 休假:排班制,月休8天,一周兩天(連續休兩天 or 兩天拆開休皆有)3. 工作形式>全遠端,但若遠端工作狀況不佳,可能會改成到辦公室上班>報到後兩周須至辦公室進行新人訓練,訓練結束後開始輪班即居家 (若居住地若非新北、台北可調整)招募流程申請資格審核 – 電話面試 – 視訊面試 – 錄取通知招聘流程的確切性質可能會根據具體工作而有所不同,並且可能會因日程安排或其他情況而發生變化。面試時間表和結果將透過電子郵件地址通知應徵人員。需要考慮的事項:如果空缺職位已填補,則此職位發布可能會在規定的申請結束日期之前關閉。如果發現候選人在申請過程中提交了虛假信息,Coupang 有權撤銷聘用邀請。Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。

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