派遣至LINE DL_CC_Customer Care Specialist [115-2274]

[Team/Position Description]
The TW Customer Care team is dedicated to providing an exceptional experience for our users. Our goal is not only to resolve users’ issues and inquiries, but also to provide a wow experience to all LINE users.

The team is also actively exploring and adopting AI technologies to improve Customer Care operations, efficiency, and service quality. This position will have opportunities to participate in Customer Care AI-related projects and applications.

[Responsibilities]

• Perform routine Customer Care operations, including but not limited to handling escalated inquiries, issue reporting, outsourcing management, quality assurance, and chatbot content improvement. (40%)
• Conduct data analysis and prepare reports to present results and insights, and communicate with various teams to maintain service and product quality. (20%)
• Analyze customer satisfaction scores (CSAT), inquiries, VOC (voice of customer), and other relevant data to provide clear regular reports and actionable plans to optimize our operations and services. (10%)
• Analyze data from different contact channels, including email and chatbot, to provide insights and action plans. (10%)
• Support walk-in customer reception and guide users to the appropriate customer support channels. (10%)
• Support Customer Care AI-related projects and applications. (10%)