Global Customer Service 國際市場客戶服務
Originating from Taiwan, Cake has established an international talent community, connecting millions of job seekers and employers worldwide. Cake provides a complete job search toolkit that helps job seekers highlight their professional value and offers diverse international talent matching services, facilitating the global talent network worldwide. Our mission is to create a platform Where Talent Meets Opportunities: Discover People and Unlock Possibilities. We are dedicated to fostering meaningful connections among talent and employers and continually exploring possibilities to help talent grow.
What We Offer
- Generous time off policy and flexible work arrangement
- Continuous learning opportunities through training and sharing for new markets and different industries
- Team spirit environment - we work hard, play hard, and celebrate even harder!
About Cake
Cake 是 2016 年成立於台灣的國際人才社群，以「聚焦人才的價值與歸屬」為核心，提供履歷與作品集 AI 工具、求職攻略、職場交流社群資源及國際化工作機會，全方位滿足職涯發展中的所有需求。Cake 在全球已擁有超過 800 萬名使用者，並與超過 10,000 家企業合作刊登職缺，幫助每個人才在不同職涯階段都能找到最合適的歸屬！
Job Intro
你熱愛解決挑戰，並對打造卓越的使用者體驗充滿熱情嗎？我們正在尋找一位積極主動、具備同理心的「客服專員」，加入我們的第一線團隊，成為求職者、企業用戶與 Cake 平台之間最關鍵的溝通橋樑。
在這個角色中，你將是我們使用者體驗的核心守護者。你不僅是處理使用者諮詢的專家，更是推動產品與服務優化的重要力量。我們期待你透過與產品、工程、行銷等跨部門團隊的緊密協作，將第一線的使用者回饋轉化為具體的改善方案，從根本上提升平台體驗，與我們共同成長，成為客戶關係與產品優化的專家。
Responsibilities
- 第一線使用者支援： 透過客服系統（如 Intercom），專業且有效率地回應全球使用者（求職者／企業）的來訊，獨立解決帳號、履歷、職缺刊登等平台操作問題。
- 客訴與異常處理： 負責處理與追蹤使用者投訴、回報及平台異常狀況，並作為主要窗口與內部團隊（產品、工程、行銷等）協作，確保問題獲得妥善解決。
- 知識庫建立與優化： 主動彙整、分析常見使用者問題，負責撰寫並持續優化 FAQ、幫助中心等知識庫內容，提升使用者的自助解決效率。
- 數據洞察與回饋： 將客服案件進行系統性分類與標籤，定期產出數據報告，提供質化與量化的洞察，作為產品及流程優化的重要依據。
- 使用者關係維護： 分析使用者滿意度調查回饋，主動提出客服流程的具體優化建議，建立並維護良好的使用者關係。
- 專案支援： 支援行銷活動或新功能上線期間的即時客服，並完成主管交辦的其他與使用者體驗相關的專案任務。
Minimum Qualifications
- 具備出色的耐心與同理心，享受為他人解決問題的成就感。
- 擁有卓越的溝通協調能力，以及流暢的中、英文書寫與口語表達能力。
- 邏輯清晰，能快速學習並掌握平台功能與服務流程。
- 抗壓性高，能在快節奏的環境中獨立處理多項任務。
Bonus Qualifications
- 對人才平台、SaaS 服務或新創產業抱有高度熱忱。
- 具備 1 年以上客服、用戶營運或相關行政經驗。
- 熟悉 Intercom, Zendesk, Salesforce Service Cloud 或其他客服系統工具。
- 具備數據整理與基礎分析能力，能從數據中發現問題。
- 樂於研究、探索問題，並主動尋找解決方案。
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With the above said, we understand that no candidate is perfectly qualified for any job and believe that diversity of background and thought makes for better problem solving and creative thinking, which is why we're dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, passion for the work, personal drive for growth, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply even if your experience doesn't align perfectly to what is listed here.
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面試流程
- Online Logical Test
- Initial Screening Call
- Advanced Video Interview
- Online/Onsite Final Group Interview
We understand that no candidate is perfectly qualified for any job and believe that diversity of background and thought makes for better problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team. What's even more important than your resume is a positive attitude, passion for the work, personal drive for growth, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role and encourage you to apply even if your experience doesn't align perfectly with what is listed here.
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