SHOPLINE 商線科技

【About SHOPLINE】 SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing commerce. 【What you will be doing】 - Design and apply the protocol to provide excellent onboarding experience for new clients - Maintain growth of assigned clients and develop effective client retention strategies - Manage a team of merchant success staff to deliver quality customer services support - Build up the account management team and sustain solid business relationships with key accounts and with people at all levels - Collect feedback on SHOPLINE’s core product from accounts, while understanding the reasons and use cases of every feedback - Liaise with internal departments on product promotion/marketing activities - Lead and perform ad-hoc projects as assigned by the Management - Answer incoming questions via live chat, email and phone calls, handle customer enquiries - Be a strong advocate for our brand and product, interact and build a community of loyal customers【Who we are looking for】 - Degree Holder or equivalent - At least 3 years of Customer Service/Account Management experiences - Knowledge of e-commerce and startup culture - 100% customer-focused attitude - Self-starter and good team player - Excellent internal/external communication skills - Demonstrate excellent business judgment - Comfortable with uncertainty and situations where there is no “right answer” - Strong ability to think in others’ point of view - Courageous to stand out and speak out for your thoughts - Strong time management and expectation management skills - Fluent in Japanese in verbal and written, and business level Chinese or English is required 【It'd be plus if you have】 - E-commerce marketing experiences - Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel, AdWords, etc - Project and account management skills - Sales skills and mindset - Experience in any customer facing role or at E-commerce platforms is preferred - Adapt to CRM tools i.e. Salesforce, Intercom and Zendesk - Immediate available is preferred

【What you will be doing】- 維護客戶關係，運用業績數據及分析營運成效，協助客戶提升業績營收並達成目標。- 根據市場零售趨勢，定期進行客戶訪談與建議，提供營運有效建議。- 依據客戶需求提供建議與解決方案，提升服務滿意度。- 蒐集市場與客戶回饋，提供產品團隊改善建議。- 快速處理突發狀況，協調內外部資源解決問題。

【What you will be doing】- 產業數據分析：整理與分析產業原生數據，提出關鍵趨勢與影響因素，並透過數據支持的見解協助制定市場策略。- 營運策略與建議：結合市場趨勢與產品知識，為各檔期提出優化策略，並產出具影響力的結案報告。- 資料庫與知識庫建立：參與建立與更新 Data Base 及 Knowledge Base，使資料易於取用，提高工作效率。- 跨部門協作與溝通：與不同部門合作，透過清晰的溝通與簡報技巧，推動專案進度與知識共享。- 專案管理與執行：負責專案的規劃、分配及時程控管，並進行有效溝通，確保專案目標的達成與品質控管。

【What you will be doing】- 商店方案功能諮詢及續約，提高客戶留存率- 方案報價、訂單處理、處理帳款及商店開通事宜- 既有客戶新產品/服務使用推廣，追加銷售及交差銷售- 透過訊息/電話/親訪提供客戶 1:1 諮詢服務- 熟悉產品功能及市場應用，協助客戶永續經營- 每月/季績效檢討，檢視個人或負責之產品銷售數據表現- 蒐集客戶意見整理回饋，並定期追蹤及記錄客戶使用狀況