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1.品質異常整合、風險評估、追溯2.新產品/客訴異常處理3.異常處理、改善對策提出、執行效果確認、建立崗位作業標準

Key Responsibilities:- Monitor and evaluate customer service interactions (calls, chats, emails).- Identify trends and suggest improvements in service quality.- Work with team leads trainers to enhance processes.- Create performance reports recommend action plans.- Support KPI improvement (CSAT, FCR, NPS, etc.).Ideal Profile:- Fluent in Mandarin or English (both required).- Experience in customer service or QA preferred, but fresh graduates welcome.- Strong problem-solving communication skills.- Detail-oriented, able to give clear feedback.- Must have personal computer

Job description Handle inbound live chats from players or users and respond to their queries effectively.Resolve in-game issues, account problems, or transaction concerns in a timely manner.Respond to customer inquiries accurately and professionally, maintaining brand tone and empathy.Manage customer complaints by identifying root causes and providing appropriate solutions.Ensure high levels of customer satisfaction and retention.Maintain clear records of customer interactions and escalate complex cases when necessary.Collaborate with internal teams (technical, product, or moderation) to resolve user issues.Meet individual KPIs related to response time, resolution rate, and customer feedback. Requirement High school diploma or above; a Bachelor's degree is a plus.Previous experience in customer service, online support, or live chat handling preferred.Experience in gaming, tech, or digital platforms is an advantage.Skills Competencies:Excellent written English communication skills.Strong typing speed and accuracy for chat-based interactions.Tech-savvy and quick to learn online tools, CRMs, or support systems.Ability to remain calm and professional under pressure.Strong problem-solving and critical thinking abilities.Self-motivated, organized, and able to work independently with minimal supervision.Availability to work flexible shifts, weekends, or holidays, depending on demand.

Performs tasks such as, but not limited to, the following:* Leads a Customer Focused team within a site.* Has responsibility for the executing of the business of a customer or small group of customers with guidance from a more senior manager.* The CFT will include program management and some or all of the following functions reporting either directly or indirectly; SCM (planning and purchasing), engineering, and quality.* The CFT may include some manufacturing operations, particularly those specialized for the particular customer group.* With guidance from senior management, ensures the CFT generates value for the customer from their business with CLS, and seeks to develop customer loyalty.* Is involved in and may lead the creation and implementation of action plans comprehensively to resolve customer issues.* Is involved in the implementation of continuous improvement in CFT activities using lean and 6-sigma methodologies.* With guidance, plans, manages and controls CFT performance by implementing direction and priorities. Implements policies and guidelines and evaluates results.* Advises on availability of appropriate resources, tools, equipment and support to meet customer requirements within the CFT, and advises any issues having these requirements met by site functional leads.* Monitors performance of business execution using MOR and other appropriate metrics.* Reports on performance to site management, and may present data to customer* Reports to management on financial performance of the business.* Ensures that any financial metrics (Pricing, service billing, ROIC A/R etc.) which are outside contract requirements are identified and actions agreed with CFT and management to resolve.* Recommends and manages the CFT budget and financial forecast.* Works with the sales/BD on establishing customer prices, either for new business opportunities or periodic (quarterly) pricing reviews.* Selects employees, assigns objectives, reviews performance and makes recommendations on employee compensation.* Works with functional leads to evaluate CFT member performance and sets customer focused objectives.* Coaches for improved performance, approves disciplinary actions and reassigns personnel as necessary to optimize CFT performance.* Involved in planning and implementation of activities to improve employee satisfaction improvement within CFT.* Participates in and may lead cross-functional process improvement groups. Supports corporate or site-wide initiatives.