Cantonese/English Customer Support Representative 英語/粵語客服專員

inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Singapore, Kuala Lumpur, Bangkok, Melbourne, and Sydney. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.

We are seeking an aggressive and dynamic Customer Support Representative who takes pride in providing exceptional service and showing empathy towards our partner merchants. As a member of our team, you will collaborate closely with our sales, product, account management, accounting, marketing, and operations departments to enhance restaurant relationships and deliver maximum value to inline and our clients.

If you are an individual who embodies these traits and is eager to take on this exciting opportunity, we encourage you to continue reading!

What you will do / 工作內容

• Provide exceptional customer support by promptly responding to inquiries through various channels such as phone calls, online tools, emails, and in-person interactions in the operating market.
  
• Monitor the progress of reported issues/bugs and follow up with impacted merchants or platform users, while accurately documenting issues and data in CRM support systems.
  
• Collaborate with the Dev/PM team to identify and prioritize enhancements based on potential impact risks associated with reported issues.
  
• Analyze merchant inquiries using various parameters such as contact channels, time, question classification, and frequency to identify potential enhancement opportunities, and implement new processes for both product features and service procedures.
  
• Work on a rotational shift schedule for 365 days, covering the hours of 7:00-16:00 / 8:00-17:00 / 9:00-18:00 / 10:00-19:00 / 12:00-21:00 / 13:00-22:00 to provide round-the-clock customer support. Shift schedules may be subject to adjustment according to the company's new policy.
  

• 線上回覆客戶店家的問題、引導系統操作以及辨識系統異常的情況
• 追蹤已回報的系統問題並執行後續作業，例如通知客戶問題已經解決
• 與工程師溝通、討論客戶回饋的建議與問題，並提出可能影響程度與範圍的說明作為安排系統優化或開發的參考
• 依據案件資訊（如：聯絡管道、時間點、問題類型、聯絡客服的頻率）分析並歸納作為改善服務流程以及產品的數據
• 配合公司執行專案任務
• 輪值平日、假日與早晚班排班（ 8:00-17:00 / 9:00-18:00 / 10:00-19:00 / 12:00-21:00 / 13:00-22:00 ）

Preferred Experience & Personal Traits / 經驗與特質

• [MUST] - Native in Cantonese and English and Conversant in Mandarin
• 3+ years of proven experience in technical support or a call center in an F&B industry or SaaS software is preferable.
• A natural problem-solver who can work through challenges and navigate comfortably in ambiguity.
• A reliable partner, strategic thinker, interpersonal communicator, and a hands-on doer to contribute with strong common sense.
• Self-motivated work independently and has a sense of priority.
• Empathetic and service-oriented.
• Strong Excel and data management skills
• Availability to work on weekends and public holidays in the office

• 取得學士以上學位
• 至少三年以上正職工作經驗，客戶服務相關尤佳
• 曾有線上平台任職經驗者佳
• 中英文打字每分鐘30字以上
• 具備英文、中文及粵語文件撰寫與口語能力，可與非中文使用者進行純英語對話與文件溝通
• 閱讀以及理解能力佳
• 具備資料統計以及分析能力
• 向客戶展現同理心以及服務熱忱
• 配合國定假日、例假日輪班到辦公室上班