Customer Service Representative 客戶服務專員

▍About AlfredCamera

From day one, we’ve been guided by the belief that home security should be made accessible to everyone. We started out by offering a software solution that turns your old phone into a security camera in 2014. Since then, this simple but powerful idea has become the go-to security app for more than 70 millions families worldwide.

In 2022, we launched our first hardware product, AlfredCam, which opened up an exciting new chapter for us. And 2023 is going to be an even more exhilarating year, as we are taking more proactive actions to respond to our consumers and expanding our presence in more countries. If you want to be a game changer for one of the most trusted brands worldwide, we have the right opportunity for you!

▍About this role

As part of the user experience department, the customer operations team of AlfredCamera is responsible for managing user relationships, including front-line technical support and after-sales services for users. At AlfredCamera, we believe that customer service/support not only involves passive assistance to help users troubleshoot problems but also actively analyzing user feedback to understand their needs and pain points.

As a customer service representative, you will be the representative of users in the product team, translating user feedback into product optimization suggestions and continuously driving product and service improvements.

The customer operations team of AlfredCamera treats the customer service process and system as a product to operate. As the primary user of the customer service tools, you will continuously propose improvements to the customer service tools, improve customer service process efficiency, and invest time in solving the most important user issues.

If you have ideas about customer experience (CX) and like to solve problems in a systematic way, we welcome you to join us!

To help you get started quickly in the early stages, during onboarding, we will arrange courses to assist you in mastering product specifications, customer service tools, cross-team collaboration processes, and many other duties. You will also participate in the general training provided by cross-departmental partners to help you better understand the company culture and product thinking, including:

• Company vision, organizational structure, development direction, business model, and North Star indicators
• Current goals, measuring indicators, and strategic paths (Roadmap)
• Product data context, user and data insights (Insight)
• Data-driven operations, product growth framework, and monetization strategies

AlfredCamera values partner growth very much. In addition to regularly sharing some development trends, you can also participate in internal book clubs to accumulate knowledge on user research, data-driven operations, agile, product thinking, and related topics.

▍Responsibility

You will be responsible for responding to customer service inquiries via email, store reviews, and feedback forms. You will also monitor and analyze user feedback to generate insights for product improvement. Additionally, you will propose and optimize customer service tools, such as Help Center, feedback forms, and the Zendesk customer relationship management platform, to enhance team efficiency. You will assist in designing the training system for new hires and serve as a mentor.

• At least 1 year of customer service experience in the SaaS or IoT industry
• Fluent in English (listening, speaking, reading, and writing)
• Ability to express complex concepts in simple and easy-to-understand ways
• Customer-oriented: able to think from the perspective of users and actively strive for a better experience for them
• Pursuit of excellence: passionate about work and constantly thinking of ways to optimize work processes

• Experience in defining team goals, optimizing processes, and setting metrics with a team
• Experience in participating in user research or planning customer experience programs
• Long-term cross-cultural living experience
• Japanese or proficiency in a second foreign language

• Competitive salary with bonus (NT$ $462,000-728,000/year)
• Office located in Taipei central business district (across from Taipei 101!)
• We encourage our employers to work 8 hours a day (no OT culture!)
• We offer a hybrid working environment, work in the office at least two days a week (enjoy the rest at home/cafe/wherever you like!)
• Comprehensive on-job training, including company culture, product mindset, data insight, user research, growth strategy, etc.
• Other countless perks: free AlfredCamera products, free lunch during pandemic, unlimited snacks, Nespresso coffee, soft drinks & alcohols (yes, we have a bartender!), Nintendo switch & PS4 station (gaming station in the office!) and TGIF happy hour twice a month!