客戶服務專員 Customer Service Specialist

Working as a Customer Service Specialist at UNNO Technology means being the first point of contact between our users and product.
You will help customers solve problems, guide them through system usage, and ensure a smooth product experience.
At the same time, you will collaborate closely with product and technical teams to relay user feedback and improve overall service quality.
We are looking for someone who is patient, detail-oriented, and enjoys helping users through clear and structured communication.

【 主要職責｜Responsibilities 】

．協助客戶處理產品網站使用過程中遇到的問題，提供系統操作指引。
．作為客戶與研發／技術團隊之間的溝通窗口，清楚傳遞問題背景、狀況與影響。
．彙整客戶回饋與實際使用情境，提供給產品開發組，協助優化產品功能與使用體驗。
．協助整理與撰寫常見問題（FAQ）及管理後台使用手冊（Guidance），提升問題回應效率與解決速度。

．Assist customers in resolving issues encountered while using the product website and provide system operation guidance.
．Collect and summarize customer feedback and real usage scenarios to support product development in improving features and user experience.
．Serve as the communication bridge between customers and the R&D/technical team, clearly conveying issue context, status, and impact.
．Help organize and write FAQs and backend user manuals (Guidance) to improve response efficiency and resolution speed.

【 必備條件｜Must to have 】

．具備良好的文字表達能力，能清楚撰寫回覆、說明與紀錄。
．具備邏輯思維，能釐清問題發生情境並清楚描述問題內容。
．良好的溝通與協調能力，能在客戶與技術團隊之間有效傳遞資訊。
．具備服務導向思維，能以客戶角度思考並回應問題。

．Strong written communication skills — able to write clear replies, explanations, and documentation.
．Logical thinking ability to identify problem scenarios and clearly describe issues.
．Good communication and coordination skills to effectively relay information between customers and technical teams.
．Customer-oriented mindset with the ability to think from the user's perspective.

【 加分項目｜Nice to have 】

．有文字客服經驗、遊戲相關產業服務經驗佳。
．熟悉電腦工具操作，如：文字編輯工具(Docs, Notion…)、螢幕錄制、影音編輯。

．Experience in text-based customer service; experience in the gaming industry is a plus.
．Proficient in computer tools such as word processors (Google Docs, Notion, etc.), screen recording, and video editing software.

【 我們期待合作的夥伴具備｜We’d love to cooperate with candidates who have 】

．具備同理心與服務導向思維，能站在客戶角度思考問題。
．主動積極、具學習熱忱，願意持續累積產品與技術相關知識。
．樂於與團隊合作，並能在跨部門合作中清楚表達與協調。

．Customer-oriented mindset with empathy and the ability to think from the user’s perspective.
．Self-motivated with strong willingness to learn and grow in product and technical knowledge.
．Team-oriented, with the ability to collaborate and communicate effectively across teams.

【 工作時間｜Working Hours 】

因產品服務為 24 小時運行，本職位採輪班制度，目前以早班與晚班為主要排班時段，實際班別將依團隊人力、休假及營運需求排定，並由團隊協調安排。
．早班：09:00 – 18:00
．晚班：15:00 – 00:00

早班說明：早班 全程於公司辦公
晚班說明：晚班 15:00 – 18:00 於公司辦公，18:00 後可選擇於公司繼續工作，或離開公司改以遠端方式工作至 00:00；
若全程於公司工作至下班時間，將提供 晚餐津貼 NT$150／天。
週末及國定假日排班：若班別安排於週末或國定假日，可全程遠端工作。

Due to 24/7 product operations, this role requires participation in a shift-based schedule.
．Day Shift: 09:00 – 18:00
．Evening Shift: 15:00 – 00:00

Evening Shift:
Employees may choose to switch to remote work after 18:00 until the end of the shift.
Those who remain in the office until the end of the shift will receive a dinner allowance of NT$150 per day.
Shifts scheduled on weekends or public holidays are fully remote.

【 你可以在這份工作學到｜What You’ll Learn 】

．了解產品實際使用情境，培養以使用者為中心的思維。
．學習如何將客戶問題轉化為具體需求並有效回饋給產品與技術團隊。
．提升溝通與問題拆解能力，建立跨部門協作經驗。
．為未來發展客服管理、產品營運或技術支援職位打下基礎。

．Gain a deep understanding of real user scenarios and develop a user-centric mindset.
．Learn how to translate customer issues into actionable insights for product and technical teams.
．Strengthen communication and problem-solving skills through cross-functional collaboration.
．Build a strong foundation for future roles in customer success, product operations, or technical support.