Experienced Customer Service Specialist – Overnight Shift at arenaflex Taiwan
Join arenaflex, a leading e-commerce company in Taiwan, and be a part of our mission to revolutionize the shopping experience. As a Customer Service Specialist, you will play a vital role in ensuring our customers receive exceptional service and support.
About arenaflex
arenaflex is redefining the shopping experience with a focus on delivering wow moments to our customers. Our services in Taiwan include "Rocket Delivery," offering next-day delivery for a wide selection of items at affordable prices, and "Rocket Oversea," providing free international delivery on millions of best-selling products from Korea, the U.S., and beyond. We are committed to creating a world where our customers wonder, "How did I ever live without arenaflex?"
Role Overview
The Customer Service Specialist is a key role in our customer service team, responsible for managing Standard Operating Procedures (SOPs), supporting outsourced agents, and resolving complex service issues. This role acts as a key contact point for user inquiries, ensuring accurate communication and coordination across teams. It also contributes to service excellence by identifying process gaps and driving continuous improvement.
What You Will Do
As a Customer Service Specialist, you will be responsible for: 1.
SOP Management
* Provide feedback and guidance to frontline agents and supervisors on handling errors to improve service quality
- Assist outsourced agents in escalating system-related issues to engineering teams for verification and resolution
- Support resolution of complex cases escalated by frontline agents or supervisors and ensure proper reporting
2.
User Contact Window
* Escalate unresolved user inquiries when frontline agents have followed guidelines but cannot resolve the issue; coordinate with relevant departments to ensure timely and accurate responses
- Act as the point of contact for specific user cases reported by internal teams; coordinate agent outreach with appropriate scripts and handling instructions
3.
Process Improvement
* Identify inefficiencies or system/process issues through case handling and propose improvements to SOPs
- Enhance workflows for both internal teams and frontline agents to improve operational efficiency and customer experience
Basic Qualifications
* Native-level proficiency in Chinese (spoken and written)
- Basic English communication skills
- Ability to thrive in fast-paced environments with strong adaptability
- High attention to detail and excellent problem-solving skills
- Experience in customer service, especially phone support
- Strong communication and interpersonal skills to engage effectively with customers, team members, and stakeholders
Preferred Qualifications
* Experience in customer service roles
- Background in e-commerce operations
Work Conditions
* Initial two-week in-office training required for all new hires
- Remote work allowed after training (location flexibility for candidates outside New Taipei or Taipei)
- Rotating shift schedule:
+ Overnight Shift: 22:00–07:00 (includes night shift allowance) + Rotating days-off based on shift schedule
Career Growth Opportunities and Learning Benefits
As a Customer Service Specialist at arenaflex, you will have opportunities to:
- Develop your skills in customer service, process improvement, and communication
- Work with a talented team of professionals who are passionate about delivering exceptional service
- Participate in training and development programs to enhance your skills and knowledge
- Contribute to the growth and success of arenaflex in Taiwan
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values its employees. We offer a collaborative and supportive work environment that encourages creativity, teamwork, and continuous learning. Our company culture is built on the principles of:
- Customer-centricity: We put our customers at the heart of everything we do.
- Innovation: We encourage creativity and experimentation to drive growth and improvement.
- Collaboration: We work together as a team to achieve our goals.
- Continuous learning: We invest in our employees' development and growth.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Salary: Competitive salary based on experience and qualifications
- Benefits: Comprehensive benefits package, including health insurance, retirement plan, and paid time off
- Perks: Access to exclusive discounts and perks, including free products and services
- Professional development: Opportunities for training, development, and career growth
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website.
Recruitment Process
Our recruitment process typically involves:
- Application review
- Phone interview
- Onsite (or virtual onsite) interview
- Offer
We will inform you of the next steps in the process via email. Please note that this job posting may be closed prior to the stated end date for application if all openings are filled.
Details to Consider
* arenaflex has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
- Those eligible for employment protection (recipients of veteran's benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
Privacy Notice
Your personal information will be collected and managed by arenaflex as stated in our Application Privacy Notice located below: https://www.arenaflex.com/privacy-policy/ Don't miss this opportunity to join arenaflex and be a part of our mission to revolutionize the shopping experience. Apply now and take the first step towards a rewarding career with our team! Apply for this job