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ET-Customer Service Manager

發表於: 6 Jun 2019





Job Description:

looking for a Customer Happiness Country Lead who is meticulous, strategic and have a passion for customer service and satisfaction. He/she will be based in our Taipei office.

As a key member of our team, your responsibilities include but not limited to:

● Deploy strategies and tactics to drive improvements in Customer Experience & Customer Satisfaction to ensure KPIs are continuously met by proactively managing performance

● Train, coach and manage the growth of the Customer Service team by mentoring and developing staff to meet the needs of our customers and future business.

● Manage and evaluate staff performance.
● Creates and maintain staffing plan to support the current and future work demands and project deliverables
● Foster a good working relationship with the leaders within the organization and promotes cooperation and commitment within a team to achieve goals and deliverables

● Responsible for driving a culture of continuous improvement and to incorporate process improvement methodologies to achieve maximum operational efficiency.

● Handle complex and escalated customer service issues and coordinate customer service projects and initiatives

● Work directly with Head of Customer Happiness on strategic planning, providing thoughtful and innovative insight on improvements

● Perform ad-hoc tasks as needed



  • You are passionate about technology, disruptive models, organisational culture, and Customer Service
  • You will have managerial experience in supervising a department composed of team leaders and level 1 agents catering to various digital customer channels along with managing other sub-departments within CS: recruitment, training, performance management
  • You will have at least 5 to 7 years of experience as a start
  • Ideally you will come from a telco, call center / BPOs, and E-Commerce background
  • You have an experience in managing projects geared towards process improvement, and customer experience
  • You will have experience in handling Escalations
  • You will have Queue Management / Roster Management
  • You are knowledgeable on Customer Service KPIs
  • You are familiar with CRM and customer ticketing tools such as Zendesk and Zopim
  • You are familiar with MS Office Skills which are needed for reporting
  • You will provide Coaching and Mentoring to your team of Happiness Experts
  • You are well adaptive to change when it comes to customer service trends
行業: 一般服務業/批發/零售業
職業: 客戶服務
工作地: 台北市
僱傭類型: 全職
工作經驗: 2
薪資範圍: 面議

For enquiries, you can contact Eileen Tang for a confidential discussion.


Contact: 0287806822

**All information would be treated with strictest confidence. We regret that only short-listed applicants would be notified.