Customer Service Specialist 客戶服務專員

Alfred Systems Inc. (阿福管家)

最近更新於 2024-06-24

工作內容

▍About AlfredCamera

At AlfredCamera, we are on a mission to provide accessible security solutions that bring peace of mind to millions of users worldwide. Our app turns unused smartphones into surveillance cameras, providing a sustainable and user-friendly security option. 

▍About This Role

As part of the delivery 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 specialist, you will be the representative of users in the delivery 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.

條件要求

• 1+ Customer Service/Success experience
• Proficient writing skills in English and Mandarin
• Sensitive in understanding customers' sentiment

加分條件

• Basic experience with reviewing logs is a plus, as the role involves occasionally looking into system logs for troubleshooting
• Experience in participating in user research or planning customer experience improvement programs
• Long-term cross-cultural living experience
• Japanese or proficiency in a second foreign language

員工福利

法定項目

勞保、健保、特別休假、勞退、婚假

其他福利

▍公司制度
具競爭力的薪資水準、年終獎金與綜合績效獎金
混合式辦公 - 遠端工作與實體上班兼具,彈性上下班時間,標準工時不加班!保持好體力好心情才走得長遠
根據職等職級制度,協助夥伴規劃職涯發展方向,設定目標並定期績效考評,針對工作成果、行為展現、學習成長雙向溝通
開發流程採用敏捷開發模式,以實驗驗證假設,以數據輔助決策
工作滿三個月即享有優於勞基法規定的 10 天特休假以及 5 天全薪醫療假(可用於就醫或健檢),並逐年增加
提供員工免費團體保險,我們不止關心你的健康,還提供了最好的後盾
 
▍工作環境
捷運台北 101/世貿站步行 3 分鐘 (約 300 公尺),交通最方便
位於台北市信義區的商業金融大樓,皆為國際知名企業進駐
挑高 3.6m 的人性化工作環境,採光良好大片窗景加上戶外陽台,前看陽明後望象山
開放式吧台與獨立工作區,適合夥伴放鬆交流或享受一個人的寧靜
 
▍辦公設備
工欲善其事,必先利其器。每位夥伴皆配備 MacBook Pro 或 iMac
標配寬大辦公桌與人體工學椅,工作、休息都舒適自在
辦公室備有 3M 醫療級飲水系統及 Blueair 680i 空氣清淨機,並採用德國微生物技術全屋除甲醛,呵護每位夥伴的健康
 
▍免費飲食
零食櫃與冰箱永遠有吃不完的零食與飲料
Nespresso 膠囊咖啡與奶泡機
 
【 部分福利僅全職人員適用 】

薪資範圍

NT$ 630,000 - 770,000 (年薪)