[部分遠端] Software Customer Service Representative

《工作時間說明》

■ 此為部分遠端、變形工時之職務；需週末/國定假日/晚班彈性支援輪班。

■ 工作時段平日採以下班次（UTC+8時區）：

• 09:00－18:00（此為主要值班時段）
• 10:00－19:00
• 15:00－00:00

■ 例假日與國定假日輪值，工作時段如下（UTC+8時區）：

• 08:00－16:00
• 16:00－00:00
  

《工作職責 》

• 利用線上聊天系統迅速且專業地解決客戶的各類需求，與客戶建立良好互動關係，以確保客戶滿意度並持續提升服務品質。
• 針對客戶意見及突發狀況可隨機應變及彈性處理，彙整相關問題找出解決方案，並予詳細說明。
• 協助客戶查詢後台系統各類報表及數據資訊、製作相關報表及文檔。
• 隨時關注遊戲官網更新及維護。
• 新遊戲上線前測試、熟悉遊戲內容；瞭解各項大型活動細節及發布通知。
• 持續學習並更新相關知識，包括後台系統、服務流程和產品活動等，並將其融會貫通，以更好地解決客戶各項諮詢與潛在需求。
• 忠實記錄客戶反饋並提供給主管及相關部門，作為流程優化的參考依據。
• 其他各類主管交辦事項。
  
  
  
• Provide prompt and professional customer support via online chat to address customer needs, build positive interactions, and ensure customer satisfaction.
• Handle customer feedback and unexpected issues with flexibility; consolidate issues, identify solutions, and provide clear explanations.
• Assist with backend system inquiries, data checks, and preparation of related reports and documents.
• Monitor game website updates, maintenance notices, and announcements.
• Test new games before launch and become familiar with game content and major events.
• Continuously update knowledge of backend systems, service processes, and product activities to better support customer inquiries and potential needs.
• Record customer feedback and share insights with supervisors and relevant departments for process improvement.
• Perform other duties as assigned by supervisors.

• 語文與溝通力：具備優秀的中文表達及良好的英文理解與溝通能力（TOEIC 550+ 或同等證明）。
  Language & Communication: Excellent Chinese communication skills with good English comprehension and communication ability (TOEIC 550+ or equivalent).
  
  
• 資訊軟體應用：懂電腦基本操作，並能熟練運用 Microsoft 365（Word, Excel, Teams 等）辦公軟體。
  Software Applications: Proficient in basic computer operations and skilled in using Microsoft 365 office applications (Word, Excel, Teams, etc.).
  
  
• 產業經驗與自律：具備客服產業實務經驗，能高度自律並具備獨立作業能力。
  Industry Experience & Self-Management: Hands-on experience in the customer service industry; highly self-disciplined and able to work independently.
  
  
• 情商與表達力：具備強大同理心與情緒管理能力，文字與口語表達需精準、專業且擅於團隊合作。
  Emotional Intelligence & Expression: Strong empathy and emotional management skills with clear, professional written and verbal communication; a strong team player.
  
  
• 邏輯分析與應變：具備卓越的邏輯思考與統整能力，重視細節，並能獨立思考以提出專案解決方案。
  Analytical & Problem-Solving Skills: Excellent logical thinking and attention to detail; capable of independent
  analysis and proposing effective solutions.
  
  
• 跨文化合作與效率：具備跨部門溝通技巧，能與不同文化背景的夥伴協作，並高效完成各項交辦任務。
  Cross-Cultural Collaboration & Efficiency: Strong cross-functional communication skills; able to collaborate with diverse cultural backgrounds and deliver tasks efficiently