售後專員 - After Sales Specialist

【職務概要】 我們正在尋找一位熱愛自行車、自行車技術以及熱衷與自行車騎士交流的成員加入我們！作為零件與技術團隊的服務專員，您將在售後服務運營和強化全球服務網路方面扮演重要角色，並涉及與內部及外部團隊成員合作，以確保 Tern 的車主能夠在最短的時間內解決服務問題，享受高效率的服務體驗。透過您對自行車產業的專業知識、對我們產品的了解，以及靈活的思考能力，您將協助制定服務零件的庫存規劃與生命週期管理等重要決策。 【職責】 - 客戶溝通管理：負責監督和管理與客戶的溝通渠道，確保通過電子郵件、社群媒體及電話等方式提供及時且專業的回應。 - 備品與清單管理：協助管理和維護備品庫存及清單模組，確保數據的準確性和可用性。 系統支援與改善：提供系統的日常支援，包括執行維護任務及實施改善建議，以提升部門效率。 - 行政支援：處理一般行政事務，確保部門運營順暢。 - 社群管理（服務相關）：管理並參與客戶社群互動，處理有關服務的貼文、申請及詢問。確保問題得到及時解決，並通過多種溝通渠道提供清晰的申請流程指導。 【需求條件】 - 語言能力：精通英文和中文，具備自行車零件與規格的專業知識。 - 客戶服務與零件管理：具備客戶服務或零件管理經驗，能改善客服作業流程。 - 提供優質服務：了解如何為終端使用者帶來高品質的服務體驗。 - 資料準確性：能夠確保產品資料的詳細性與精確度。 - 組織能力：具備高度的組織能力，善於建立並管理清單。 - 專業溝通能力：擁有出色的人際溝通技巧，能夠面對面、通過電子郵件或電話進行有效溝通。 - 中級文件編輯與試算表操作能力。 --- [Job Summary] We are looking for someone who loves bikes, their technology, and the people who ride them. As a Service Specialist on the Parts & Tech Team, you will be integral to supporting our after-sales operations and enhancing our global service network. Your role will involve collaborating with team members internally and externally to ensure Tern riders experience minimal downtime and efficient resolution of service issues. Your expertise in the bike industry, combined with your understanding of our products and critical thinking skills, will guide key decisions on service parts stocking and lifecycle management. [Responsibilities] - Customer Communications Management: Oversee and manage communication channels with customers, ensuring timely and professional responses via email, social media, and telephone. - Spare Parts and Listings Management: Assist in the management and upkeep of the spare parts inventory and listing modules, ensuring accuracy and availability. - System Support and Optimization: Provide ongoing system support, including maintenance tasks and implementing suggestions for improvements to enhance department efficiency. - Administrative Support: Handle general administrative tasks to ensure smooth departmental operations. - Community Management (Service-Related): Manage and engage with the customer community regarding service-related posts, claims, and inquiries. Ensure timely resolution of issues and provide clear guidance on claims processes through various communication channels. [Qualifications] - Language: English and Mandarin with domain knowledge of bicycle components and specifications - Customer Service and Parts Management: Proven experience in hardware customer service or parts management, optimizing service operations. - Premium Service Delivery: Understanding of what is required to deliver a high-quality service experience to end-users. - Data Accuracy: Expertise in maintaining detailed and accurate product data with a focus on precision. - Organizational Skills: Highly organized with a talent for creating and managing lists. - Professional Communication: Strong interpersonal skills with the ability to communicate effectively in person, via email, and by phone. - Intermediate document editing and spreadsheet skills