職務說明 / Key Responsibilities
Team/Position Description:
The TW Customer Care team is dedicated to providing an exceptional experience for our users. We aim not only to resolve users' issues and inquiries but also to deliver a wow experience to all LINE users.
Responsibilities:
1. Analyze customer satisfaction scores (CSAT), inquiries, VOC (Voice of Customer), and more to provide comprehensible regular reports and actionable plans to optimize our operations and services.
2. Conduct data analysis and generate reports to illustrate results and insights, and communicate with various teams to maintain service/product quality.
3. Manage routine operations of the customer care team, including but not limited to handling escalated inquiries, issue reporting, outsourcing management, quality assurance, and chatbot content improvement.
4. Analyze data from different contact channels, including email, chatbot, and chat support, to provide insights and action plans.
需求條件 / Key Requirements
1. Strong analytical skills to extract meaningful insights from data.
2. Familiarity with data analytics tools, such as Tableau and Microsoft Excel.
3. Ability to thrive in a fast-paced work environment and embrace challenges.
4. A positive and motivated attitude is essential.
5. Excellent written and verbal communication skills.
6. Proficiency in English (TOEIC score of 650 or above is required).
7. At least 2 years of experience in analytical-related fields. Experience in customer support is a plus.