晚班客服專員

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Assist students and teachers in resolving various platform usage issues through email and online customer service channels.

• Proactively organize user feedback to identify recurring pain points.

• Communicate across departments with product, engineering, and operations teams to coordinate fundamental solutions to issues.

• Continuously optimize FAQs and SOPs.

• Fully understand the product vision and company goals, and be familiar with platform features and customer service SOPs.

• Independently handle basic customer service cases and edit frequently asked questions content.

• Enhance personal response efficiency and customer satisfaction metrics.

• Actively gather user needs and pain points, and propose suggestions for product or process improvements.

• Independently explore hypotheses, define problems, and suggest optimization plans.

⛳️ Requirements

• Fluent in typing Chinese and able to clearly express complex concepts.

• Patient, empathetic, and capable of stable emotional management.

• Clear logical thinking, able to organize scattered information into a structured format.

• Willing to work night shifts, including weekends or holiday rotations.

• Possess a stable internet connection and a quiet remote working space.

• Available to invest more than 20 hours per week.

• Relevant experience in customer service, retail sales, or the service industry is a strong plus.

• Familiarity with collaboration tools such as Slack and Asana is a strong plus.

🏝️ Benefits

• Fully remote flexible work: No commuting is required, just a stable internet connection to work.

• Sick leave and personal leave policies that exceed labor laws.

• Two days off per week and public holidays without makeup work.

• Access to an internal library and online learning resources.

• Regular team activities and knowledge-sharing sessions.

• Additional compensation for night shifts.