Brief description of the role:

As a Customer Care Specialist, you’ll be working closely with our customers (existing and prospective) via email and phone to make sure they get the best possible TutorMing experience.

Based on your interactions with these customers, you will also help us set the direction we should be heading to improve our product and continue to delight our customers.

You will be the face of the company, so your interactions with our users will communicate how our solution can help them succeed.

Were looking for someone who likes helping people and wants to work in a fast-paced startup environment.

On any given day, you will be doing one or all of these things:

• Answer customer inquiries via email and phone

• Reach out to brand new customers and see if there is anything you can do to help them get started

• Review our list of feature requests and bugs based on your customer conversations

• Write tutorials for our customers, explaining best ways to utilize features of our system

• Proactively explore new ways to improve customer happiness and our products and services as well

The purpose of our Customer Protection team is to provide customer care for our digital products – including the suite of TutorMing mobile apps and websites. This position will encompass both proactive measures to ensure all users are addressed promptly as well as metrics tracking and day-to-day interaction with various departments to help get issues resolved.

The Customer Care Specialist will respond to questions, comments and issues put forth by our registered users. Most customer interactions will occur online, although this position will also require you to speak on the phone when more personalized customer care is needed. It is essential that you maintain a conversational and friendly approach and tone towards our users while helping troubleshoot or answering questions about our products. This position requires a willingness to investigate customer issues and make regular reports of any observed trends of bugs or common complaints, comments, and issues. All applicants are expected to be able to manage time well, prioritize, and multi-task.

This position will be equal parts teamwork and independence time management is a must. The ideal candidate will have customer service experience, familiarity with customer care metrics, ticketing systems, and a positive attitude that keeps the user’s needs in mind. This position has extreme potential for growth within the company. Hard work and a good attitude will be noticed.

Youre perfect for this job, if...

• Your English is at least business proficient (TOEIC: 785 – 900)

• Your Chinese is at least business proficient (HSK: Level 3)

• You are high energy, like working with people and love solving problems as quickly as possible

• You like knowing all the answers, or figuring them out if you don’t

• You’re organized, efficient and like working independently

• You’re patient and have top-notch communication skills

• Familiarity with common Customer Support metrics and ticketing platforms

• You have experience in customer service, ideally within a similar environment

• You enjoy wearing multiple hats in a small startup team

• You‘re able to learn quickly

• You aim to consistently improve both speed and quality of your work

• Ability to work during shifts: 08:00~17:00, 13:00~22:00

• Holiday system: In accordance with the Executive Yuan’s labor department official monthly leave policy

管理責任

出差說明

休假制度

上班時段

無,

無(不需要出差),

排班制

09:00 至 18:00