客服主管 Customer Service Supervisor

職務簡介 Position Overview

負責客服團隊整體營運、品質管理、人員培訓及流程優化，帶領團隊提升服務效率與客戶滿意度。
Responsible for overall customer service operations, quality management, team training, and process improvement, leading the team to enhance service efficiency and customer satisfaction.

主要工作內容 Key Responsibilities

1. 負責客服團隊日常營運與服務品質管理，監控客服案件、回應效率及服務品質。
Manage daily customer service operations and service quality, monitoring ticket handling, response efficiency, and overall service performance.

2. 負責客服 KPI、績效追蹤及人力配置，依業務量調整排班與工作分配。
Manage team KPIs, performance tracking, and workforce planning, adjusting schedules and workloads based on business needs.

3. 負責新進人員培訓及團隊能力提升，確保團隊熟悉產品、系統、SOP 及案件處理流程。
Lead onboarding and team training to ensure employees are familiar with products, systems, SOPs, and case-handling procedures.

4. 建立、優化及更新客服 SOP、服務腳本與工作流程，持續提升客服效率及服務品質。
Develop, optimize, and maintain customer service SOPs, scripts, and workflows to improve service efficiency and quality.

5. 協助處理客訴、複雜及重大案件，並與其他部門進行跨部門協調。
Handle customer complaints, complex and critical cases, and collaborate with other departments.

6. 負責客服系統及數據管理，包含 Zendesk、SLA、工單及相關報表，並追蹤系統與流程問題。
Manage customer service systems and data, including Zendesk, SLA, tickets, and related reports, while identifying and following up on system and process issues

加分條件 Preferred Qualifications

1. 1 年以上金融產業銷售相關經驗者尤佳。
At least 1 year of sales experience in the financial industry is preferred.

2.金融相關背景或具備金融產業相關知識者尤佳。
A background in finance or knowledge of the financial industry is preferred.