Customer Care Project Management
LINE台灣Update time: September 14,2019
Job Description
- Primary contact with the vendor and operation team for day-to-day operations
- Handling escalations from contact center agents/government agencies/users/internal employee.
- Identify, analyze and prioritize customer issues and escalate them to cross-functional teams to resolve the issues on time
- Develop, review support materials, guidelines, documents and FAQs for the agents and the users to efficiently address user's inquiries/report following local regulations as needed.
- Responsible for a variety of customer satisfaction activities including tracking metrics, quantitative and qualitative data gathering & analysis, and initiative driving for improvement
- Execute global/regional initiatives by implementing new process, CSR and moderation systems
- Role POC of customer care operation with cross-functional teams regarding new product launches in order to provide assisted support to users.
[Basic Qualifications]
- Bachelor's degree
- 5-6 years of experience in online platforms or customer support experience
- Strategic thinker and tactical implementer
- Demonstrated ability to manage multiple projects simultaneously with on-time deliveries
- Customer service experience in E-commerce
- Able to work as a team player with great interpersonal skills as well as to work independently at times
- Strong analytical skills and problem-solving skills
- Excellent verbal and written communication skills in English
[Preferred Qualifications]
- Experienced in payment / banking customer service area
[Location]
Neihu Dist., Taipei, Taiwan
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