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About Us
AmazingTalker is an online tutoring platform that empower individuals to learn languages, subjects and music with online tutors. To date, we have nearly 8,000 registered tutors and 1.1 million registered users and has clocked in 5.5 million online course reservations. In 2022, we raised US$15.5 million in a series A funding round, led by CDIB Capital. Investors in the fundraise also include JAFCO Asia and 500 Global. We are ambitious to expand the business in Southeast Asia, Japan, Korea, Europe, and North America. If you want to know more about AmazingTalker's corporate culture and our team members, feel free visit our website.
We are currently recruiting a Customer Relationship Specialist. We believe that putting ourselves in customers' positions is the key to build the brand reputation of AmazingTalker. We have been constantly growing in a rapid pace, so that we aim to provide the most professional and considerable service toward our customer in order to establish the best user experience on our platform. As a result, we are looking for someone who is enthusiastic at performing customer service, is able to understand customers' needs in details, listens to users' feedbacks patiently, and is willing to take the responsibility to figure out the best solution to customers' problem
If you want to know more about AmazingTalker's corporate culture and our team members, visit our website at en.amazingtalker.com
About the Team
The Customer Service Team is the front-line department of AmazingTalker that carefully observes and records user behavior and feedback. The team also represents an external contact window of AmazingTalker, communicating with users and conveying our core values. We have a sense of mission to enhance the brand image of AmazingTalker, do our best to improve the user satisfaction rate, and also enjoy the sense of achievement brought by solving problems for users.
About the Role
As a Customer Relationship Specialist, you will be participating in customer service training programs and being led by senior colleagues to accumulate practical experience. You will assist the company in observing the behaviors and feedbacks of teachers and students on the platform, patiently putting yourself in customer's position to communicate and convey the core values of AmazingTalker.
The customer service team has to process hundreds of and thousands of messages every day, so you will need to prioritize your to-dos to properly arrange limited resources and time. At the same time, you will also need to have a keen sense of observation in order to find the problem in the user's narrative. Most importantly, you will also need to optimize existing processes and establish standard operation procedures, so that repetitive tasks can be completed in a more efficient manner.
The Customer Relationship Specialist of AmazingTalker is a position full of mission. If you yearn for the interaction between people, enjoy the sense of achievement through solving problems for users, we welcome you to join us and become a part of AmazingTalker!
Your Journey At AmazingTalker
In the first month, you will…
- Learn AmazingTalker's visions and future direction
- Know the different functions on AmazingTalker's platform
- Understand the operation of customer service and platform from SOP
- Assist users in solving problems through e-mail, online customer service tools, notification letters, website messaging, telephone calls, etc., and create and edit common Q&A content to provide users with real-time answers or access to relevant information
- Proactively communicate and coordinate issues arising from customer service across departments
In the third month, you will…
- Assist in improving the efficiency and satisfaction rate of customer service response
- Collect user pain points through communication with users, and proactively provide effective feedback and suggestions
- Determine the fundamental problem from the hypothesis and verification process, and analyze and optimize it to improve the user experience
★ This position is a pure customer service job position, there is no sales pressure.
Working Hours
- This is a remote and shift job position：
- There are currently two shift periods to choose from (Night shift allowance will be provided)
- Night shift： 17:00 to 1:00
- Morning shift: 11:00 to 19:00
- Two days off a week( one weekday, one weekend day)
- The schedule will be slightly rearranged in case of national holidays.
We're looking for:
If you have the following characteristics, you will love to join AmazingTalker:
- Be able to quickly clarify the crux of the problem, calmly think and communicate with users rationally when dealing with urgent matters or complaints
- Know how to determine the severity of user problems, and properly arrange the order of case handling accordingly
- Be responsible for multiple tasks at the same time, and effectively arrange and plan your own working time
- Be curious about new things, willing to continuously improve yourself and find new tools to improve your work efficiency
- Have a keen sense of observation, be good at finding problems, and want to solve them fundamentally
Requirement
- Proficient in reading and writing Chinese
- Experience of working in a customer service-related position for more than 6 months
Desire
- Experience of working in an e-commerce industry
- Experience of using customer service tools, including Intercom, Elevio, etc.
- Fluent in any of the languages below is a plus：
- Spanish
- French
- Japanese
- Korean
- English
Salary
- Monthly salary of NT$ 28,000 - NT$ 36,000
- Night shift allowance
Location
- Work Remotely
About Us
AmazingTalker 致力建立一個全方位的線上教學平台，讓任何人都可以找到最適合自己的家教，以不斷提昇線上教師收入為使命。始於 2017 年，目前平台上約有 8000 名教師、超過 100 萬名學生，以及進行 550 萬堂語言、升學等課程，橫跨 190 個地區。2020 年入選「親子天下」的【教育新創20+】，2021 年入選【AAMA台北搖籃計劃】，2022年獲得 A 輪募資 1550 萬美元，投資人包括中華開發資本、集富亞洲（JAFCO Asia）、500 Global。我們目標是成為台灣教育新創界第一間「獨角獸」，讓世界看見台灣。
歡迎你在應徵前到了解更多 AmazingTalker 的企業文化、人才特質、團隊成員見證等資訊。
想了解更多AT創辦故事/工作日常?
我們正在招募「客戶關係專員」，我們相信設身處地為用戶著想，是建立品牌口碑的關鍵。我們能夠持續成長，需要讓每位用戶得到專業和貼心的服務，讓他們在使用我們平台時得到最好的體驗。因此我們正在尋找對客戶服務工作充滿熱情、願意細心了解用戶需要、耐心傾聽用戶的回饋、並願意承擔責任為用戶的問題找出最佳的解決方法。
About the Team
客服團隊是AmazingTalker第一線的使用者情報部門，仔細地觀察記錄使用者的行為與回饋；同時也代表著AmazingTalker的窗口，與使用者溝通並傳達我們的核心與價值，身負著要提升AmazingTalker品牌形象的使命感，不僅盡心提升用戶的滿意度，也享受為使用者解決問題而帶來的滿足感，讓用戶在平台上擁有絕佳的使用者體驗。
About the Role
作為「客服專員」，您會參與客服培訓計畫，在資深同事帶領下累積實作經驗，能夠設身處地為用戶著想，以專業和耐心的態度對待每一位用戶，溝通並傳達AT的核心與價值。客服專員每日會處理數以百計則的訊息，你會需要安排事情優先順序，妥善安排有限資源和時間，同時也需要有敏銳的觀察力，能從使用者的敘述中找出問題點，快速解決用戶問題，同時也會優化現有流程、建立架構，使重複性的工作能以更有效率的方式完成。
AmazingTalker 的客戶關係專員是充滿使命感的工作，如果你嚮往人與人之間互動的工作、享受為用戶解決問題而帶來的滿足感、一同分享和用戶互動的點點滴滴，歡迎加入成為AmazingTalker的一份子！
Your Journey At AmazingTalker
1個月內，您將會：
- 了解產品願景和短中長程公司目標
- 認識和了解AmazingTalker平台的各項功能，
- 從 SOP 開始了解客服和平台的運作
- 透過電子郵件、線上客服、通知信、站內信、電話等方式協助使用者解決問題，並建立和編修常見問與答內容，為使用者提供即時解答或獲得相關資訊的管道。
- 主動跨部門溝通協調客服所產生的問題
3個月內，您將會：
- 協助提升客服回應的效率、滿意度。
- 透過與使用者溝通，搜集使用者痛點，並主動提出有效回饋和建議。
- 從假設和驗證過程中確定根本的問題，並進行分析和優化，以改善使用者體驗
★本職務僅為服務性客服工作，無推銷與業績壓力
Working Hours
- 此職缺為固定遠端輪班客服，有以下兩個輪班時段：
- 11:00 - 19:00
- 17:00- 01:00 ( 有夜間津貼)
- 週休二日
- 遇國定假日會再協調排班。
We're looking for:
如果你有以下特質，一定會喜歡加入 AmazingTalker
- 能快速釐清問題重點，在處理緊急或客訴案件時能冷靜思考並理性和使用者溝通
- 懂得判斷用戶問題的嚴重程度，妥善安排案件處理先後順序
- 能同時負責多項任務，且有效安排規劃自己的工作時間
- 對於新事物保持好奇，願意持續不斷精進自己並尋找新工具提昇工作效率
- 擁有敏銳的觀察力，擅於發現問題，並想要根本性的解決問題
應徵條件
- 具備半年或以上的客服工作經驗
加分條件
- 曾於電商產業工作經驗者
- 使用過 Intercom、 Elevio 等客戶服務工具
- 精通以下外語額外加分：
- 英文
- 法文
- 日文
- 韓文
- 西班牙文
應徵事項
- 工作類型：外包約聘，長期配合，表現良好有機會續約/轉正
- 工作時間：配合輪班
薪資
- 月薪NT$ 28,000 - 36,000
- 另有晚班津貼