台北市信義區3年以上大學以上月薪40,000元以上
工作內容:
1. 帶領並管理客戶體驗團隊,處理平台消費者、商家及外送夥伴支援工作,涵蓋電話、線上文字及郵件等溝通管道。
2. 負責進階議題,包括消費爭議、重大客訴及緊急案件追蹤管理,確保及時應對及妥善處理。
3. 監控並分析關鍵績效指標 (SLA, SAT, NPS),以數據驅動決策並回饋營運問題。
4. 優化標準作業程序、完善服務作業流程,提高團隊工作效率與服務品質。
5. 日常人力排班管理,預測並分配每日工作量,確保營運穩定。
6. 跨部門協作推動持續改善,提升整體平台服務與體驗。
具備條件:
1. 具備 3 年以上團隊管理經驗;具 BPO、客服中心運營經驗尤佳。
2. 擅長溝通及文字表達,具英文能力佳。
3. 具發現問題、釋疑、執行,與分析、數據量化能力。
4. 熟悉電子商務、快商務與客戶服務作業流程 (SOP)。
工具技能:
1. 必要:G-Suite、MS Office、Zendesk、NPS 問卷設計。
2. 尤佳:流程圖製作工具、專案管理工具、Salesforce。
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As a customer experience manager,
You Will Do:
1. Lead a team to efficiently and accurately handle customer/partner support across various platforms (calls, chats, emails).
2. Address and track escalations, including urgent, complex, and sensitive cases from the team.
3. Guide and mentor team members on expectations, providing feedback for performance and policy.
4. Analyze team performance, SLA, SAT, and NPS for data-driven decision-making and report on identified operational problems.
5. Optimize the development of processes, procedures, and guidelines to enhance team work quality.
6. Collaborate with the Workforce Management team for work distribution based on anticipated daily workload.
7. Cooperate with multi-cross functional teams to drive continuous improvement initiatives and enhance overall experience.
What You Will Need:
1. A minimum of 3+ years of team management experience.
2. Experience in BPO or consumer-facing contact center operations
3. Excellent communication skills, fluent in spoken and written with Mandarin. Proficiency in English is a plus.
4. Strong troubleshooting, problem-solving, execution, analytical and quantitative skills.
5. Knowledge of eCommerce/quick-Commerce platforms, SOP, and customer/partner service practices
Skills:
1. Must have: G-Suite, MS Office, Zendesk, NPS Survey
2. Nice to have: Flowchart Maker, Project Management Tool, Salesforce