Experienced Customer Service Specialist – Overnight Shift at arenaflex Taiwan
Join arenaflex, a leading e-commerce company in Taiwan, and become a part of our dynamic team as a Customer Service Specialist. We are seeking a highly skilled and motivated individual to join our team and contribute to our mission of delivering exceptional customer experiences.
About arenaflex
arenaflex is reimagining the shopping experience with the goal of wowing each customer from the instant they open the arenaflex app to the moment an order is delivered to their door. Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond. We are committed to creating a world where our customers wonder, “How did I ever live without arenaflex?”
Role Overview
The Customer Service Specialist is a critical role that requires a high level of expertise in managing SOPs, supporting outsourced agents, and resolving complex service issues. This role acts as a key contact point for user inquiries, ensuring accurate communication and coordination across teams. It also contributes to service excellence by identifying process gaps and driving continuous improvement.
Key Responsibilities
* SOP (Standard Operating Procedure) Management
+ Provide feedback and guidance to frontline agents and supervisors on handling errors to improve service quality
+ Assist outsourced agents in escalating system-related issues to engineering teams for verification and resolution
+ Support resolution of complex cases escalated by frontline agents or supervisors and ensure proper reporting
* User Contact Window
+ Escalate unresolved user inquiries when frontline agents have followed guidelines but cannot resolve the issue; coordinate with relevant departments to ensure timely and accurate responses
+ Act as the point of contact for specific user cases reported by internal teams; coordinate agent outreach with appropriate scripts and handling instructions
* Process Improvement
+ Identify inefficiencies or system/process issues through case handling and propose improvements to SOPs
+ Enhance workflows for both internal teams and frontline agents to improve operational efficiency and customer experience
Essential Qualifications
* Language Proficiency: Native-level proficiency in Chinese (spoken and written)
* Communication Skills: Basic English communication skills
* Adaptability: Ability to thrive in fast-paced environments with strong adaptability
* Attention to Detail: High attention to detail and excellent problem-solving skills
* Customer Service Experience: Experience in customer service, especially phone support
* Interpersonal Skills: Strong communication and interpersonal skills to engage effectively with customers, team members, and stakeholders
Preferred Qualifications
* Customer Service Experience: Experience in customer service roles
* E-commerce Operations: Background in e-commerce operations
Work Conditions
* Initial Training: Initial two-week in-office training required for all new hires
* Remote Work: Remote work allowed after training (location flexibility for candidates outside New Taipei or Taipei)
* Rotating Shift Schedule: Rotating shift schedule, including overnight shift (22:00–07:00) with night shift allowance and rotating days-off based on shift schedule
Recruitment Process and Others
* Application Review: Application review to assess candidate qualifications and experience
* Phone Interview: Phone interview to evaluate candidate communication skills and problem-solving abilities
* Onsite (or Virtual Onsite) Interview: Onsite (or virtual onsite) interview to assess candidate fit and cultural alignment
* Offer: Offer to successful candidate
Details to Consider
* Job Posting Closure: This job posting may be closed prior to the stated end date for application if all openings are filled
* Employment Verification: arenaflex has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process
* Employment Protection: Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws
Privacy Notice
* Personal Information Collection: Your personal information will be collected and managed by arenaflex as stated in the Application Privacy Notice located below: https://www.arenaflex.jobs/privacy-policy/
Apply Now
Join our team and become a part of our dynamic and innovative culture. Apply now to become a Customer Service Specialist at arenaflex Taiwan.