Operational Customer Service

Please apply via our website:
https://wooting.io/careers/operational-customer-service-full-time-asia-taiwan

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You will communicate with Wooting's customers to complete a wide range of support requests via email and Discord. These include: checking order status, understanding a issue reported by customs about placing an order on our website, investigating and following up on shipping cases, processing returns, and working with fulfillment center partners to ensure accountability for fulfillment errors and the processing of shipment claims.

Your role will require you to be detail and process driven, with the ability to work across numerous different internal and external systems.

When customers reach out needing assistance, you'll be responsible for getting them the support they need in a helpful and informative way. All of the processes have standard operating procedures (SOPs) created by the customer service- and administrative team to work effectively without error and with precision.

You will not be working alone, but instead with a team of passionate people from diverse backgrounds that support you in solving inquiries and help with product training, processes, and more importantly, our company culture.. Together, you'll help ensure that the entire customer experience runs smoothly, efficiently, and transparently.

This job listing is specifically focused on "customer support" over "technical support." Depending on your particular skills, preferences, and personal development goals, this general position can grow into either a process support role or into a technical support expert role. These tasks can all be completed from the comfort of your home. While our company is based in the Netherlands, our employees mostly work remotely, with flexible work hours.

Job Details

• Handle a wide range of customer support tasks
• Coordinate with fulfillment and return centers to ensure efficient case resolution
• Answer inquiries from customers in written Chinese
• Critically review Wooting's processes from a customer's perspective and how we can support them
• Frequently collaborate with your colleagues to solve support requests and create more efficient workflows

Required Experience & Skills

• Fluent-level Mandarin Chinese with strong writing and communication skills
• Intermediate English reading/writing skills for internal collaboration
• Familiarity with electronic consumer products
• The capacity to manage your own time effectively

Nice-To-Haves

• Technical support in consumer electronics
• Technical writing skills

Informal working environment

• Fully remote working environment.
• Customer Service team is centralized in CET and GMT+8. Your working hours are flexible but require at least 2-4 hours of overlap with your team. There are 2 mandatory slots on Tuesdays and Wednesdays for team gatherings and company meetings.

Salary and benefits

• Full-time position (40 hours/week).
• Monthly salary of TWD 40,000 - 55000 (based on experience).
• Additional profit-sharing bonus of 8% on yearly gross salary.
• 20 Paid holidays per year. In addition to local national holidays.