8 дней назад
Customer Service Manager (TW Contact Center Operations)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Manager (TW Contact Center Operations) (E-commerce and Contact Center Operations): Managing outsourced seller-support operations in Taiwan with an accent on service SOPs, knowledge bases, KPI governance, agent training, and cross-functional issue resolution. Focus on analyzing Voice of Seller data, improving support flows, and implementing new tools such as voice support, self-service, and bot handover.
Location: Taipei, Taiwan
Company
operates an e-commerce marketplace and delivery platform, including Rocket Delivery and international product delivery services in Taiwan.
What you will do
- Act as the primary contact between and the outsourced contact center supporting sellers.
- Design, maintain, and optimize seller-support SOPs and knowledge bases covering listings, orders, payments, accounts, and policy enforcement.
- Define and monitor KPIs including SLA compliance, response accuracy, seller satisfaction, and case quality, and lead regular business reviews.
- Ensure training content and delivery meet operational standards for frontline support agents.
- Collaborate with Product, Risk, Finance, Compliance, and Systems teams to resolve seller issues and improve support flows.
- Analyze Voice of Seller feedback and operational data, and support changes such as voice support, self-service, bot handover, and new processes.
Requirements
- Bachelor’s degree or above.
- 5+ years of customer service or operations experience, including at least 3 years managing outsourced vendor teams.
- Understanding of B2B platform operations and merchant service requirements.
- Experience with contact-center metrics such as SLA, CSAT, and QA, including performance dashboards.
- Strong cross-functional collaboration, problem-solving, and CRM or ticketing-tool skills, including Zendesk or Salesforce.
- Proficiency in both English and Mandarin, written and spoken.
Nice to have
- Experience in e-commerce, SaaS, marketplace platforms, or supply chain technology.
- Experience with contact-center setup, process reengineering, or automation projects.
- PMP, COPC, Six Sigma, or ITIL certification.
Culture & Benefits
- Opportunity to support ’s expansion in Taiwan.
- Work with internal Product, Risk, Finance, Compliance, and Systems functions.
Hiring process
- Application review, phone interview, onsite or virtual onsite interview, and offer.
- Scheduling and process details may vary; updates are sent by email.
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