Overview
Customer Service Officer (Eng) Jobs in Taipei, Taipei City, Taiwan at BTCC
Title: Customer Service Officer (Eng)
Company: BTCC
Location: Taipei, Taipei City, Taiwan
Job Responsibilities:
- Online Text-Based Customer Service & Real-Time Response
- Respond to user inquiries in real-time using online customer service platforms (e.g., Zendesk, LiveChat, Freshdesk, LINE Official Account, Messenger, etc.).
- Answer basic questions regarding order status, account issues, payment status, promotion rules, etc.
- Inquiry Categorization & Ticket Escalation
- Properly categorize user requests (pre-sales, after-sales, technical support, complaints, etc.).
- Escalate complex or unresolvable issues to the relevant departments (e.g., Technical Support, Sales, Finance).
- Record Keeping & Follow-up
- Accurately document user conversations and issues in the CRM or customer service system.
- Track problem resolution progress to ensure all cases are properly followed up and closed.
- Knowledge Base & FAQ Utilization
- Quickly respond to standard inquiries by referencing the company’s FAQ and knowledge base.
- Assist in updating common questions to improve response efficiency.
- Service Quality Maintenance
- Maintain professional, patient, and friendly tone in all written communications.
- Achieve customer service KPIs, such as average response time, resolution rate, and customer satisfaction.
Requirements:
- Strong English proficiency (both written and reading).
- Able to work rotating shifts including morning, afternoon, night, and weekends/holidays.
- Fast typing speed and ability to handle multiple conversations simultaneously.
- Clear written expression with good grammar, no typos, and ability to maintain polite and professional tone.
- Patient, high stress tolerance, and capable of handling repetitive inquiries and unexpected situations.
- Previous customer service (CS) experience is preferred.
