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這是一間在台灣具高度滲透率、擁有千萬級用戶流量的零售科技集團，正積極推動電商與會員服務的數位化。公司內部具備強大的研發能量，重視工程文化，提供優良開發設備、完善福利制度與穩定的技術環境。 你將加入專責電商 App 的核心產品技術團隊，直接參與大量高流量、高使用率功能的打造，並能接觸最新的 Apple 技術框架。這裡的團隊氛圍鼓勵工程師提出想法、主動優化、對產品有強烈的 Ownership，是想累積技術深度與產品影響力人才的理想舞台。團隊運作採用 Scrum（雙週 Sprint）、設備提供 MacBook，並具備彈性工時、完善福利與高規格員工照護文化。

【Job Description】 We are looking for a 1st line support service representative to assist our client with technical problems when using our products and services. Technical Service responsibilities primarily include resolving client queries, recommending solutions, and guiding product users through features and functionalities. In addition, this role also keeps eyes on the monitoring of the performance of production IT Systems and be the point of contact for escalation for clients and internal groups. To be qualified for this role, you must believe in the power of collaboration, guide your daily interactions and behaviors as such, and strive to steadily maintain and improve the effectiveness of collaboration among partner teams and clients. 【Duties and Responsibilities】 1. Client support. 2. Take end-to-end ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final close-out communication. 3. Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services. 4. Properly escalate unresolved issues to appropriate correspond teams (e.g., Tier1/Tier2 support). 5. Follow up with clients to ensure their technical issues are resolved and ensure all issues are properly logged. 6. Take appropriate steps to bring any open support cases to resolution in a timely manner. 7. Under general supervision, in a 24/7 in-bound contact center environment, respond to client queries in a prompt and accurate way, via email and instant messaging channels. 8. System monitoring and escalations. 9. Be the contact for system, service, and operation activity monitoring .communication ensuring that all issue is aware and within handle. 10. Proactively monitor system performance and apply with an effective solution. 11. Report and update business stakeholders effectively when high urgency incident occurs. 12. Function as the first point of escalation contact for clients and internal groups.

工作目標/核心價值 體現卓越的客服精神，透過提供獨特且難忘的體驗，提升顧客忠誠度，並與我們一同「Move people through the wonders of sport」 專屬你的福利與優勢 (Your Exclusive Benefits) 在迪卡儂，我們支持你的生活與運動熱情！ 充電再出發： 滿半年享 3 天年假，滿一年即享 10 天年假 運動無負擔： 享有員工專屬購物折扣 ，以及享有運動裝備與運動活動津貼 獎勵與保障： 提供達標分紅獎金 、免費員工團體保險 ，以及每年免費員工健檢 友善環境： 永續通勤獎勵 社團生活： 多元社團與活動，讓你找到運動夥伴 職責內容 (Key Responsibilities) 作為顧客服務的核心人物，您的職責圍繞三大核心，確保顧客獲得卓越的購物旅程： 1. 打造卓越顧客體驗，提升忠誠度 - 以微笑、溫暖且樂於助人的態度迎接每一位顧客 。 - 確認顧客需求，並提供適當、客製化的解方 。 - 推廣會員忠誠計畫，解釋好處並鼓勵顧客加入 。 - 推廣 App 以加強門店體驗，並與線上購物管道連結 。 - 在線上與實體通路銷售我們的產品與服務，滿足顧客需求 。 2. 服務櫃檯精通與效率 (Provide an impactful welcome to each customer) - 精通服務櫃檯的所有作業流程，以最佳方式回應各種顧客需求 。 - 有效率地處理顧客退貨 。 - 處理顧客來電，並提供清楚的資訊 。 - 以個人化、即時的方式回覆顧客評論 。 - 確保快速、準確地處理顧客訂單 （包含線上訂單處理）。 3. 流暢且個人化的結帳體驗 (Provide a seamless and personalized payment experience) - 在結帳過程中主動迎接、幫助顧客 。 - 精通並運用所有結帳、現金流流程 。 - 在交易過程中確保顧客身份驗證 。 - 運用基本 IT 程序，以維持收銀工具的運作效率 。 必備與加分技能 (Skills Required) * 硬技能 (專業知識) 門市服務台 (Store welcome desk) 、門市結帳 (Store checkout) 、顧客關係 (Customer relationship) 、線上訂單處理 (E commerce order handling) * 軟技能 (個人特質) 聆聽和發問 、人際溝通 、制定決策 、情緒商數 (情商) 、適應能力 Core Value / Job Purpose To embody customer service excellence and provide a unique and memorable experience , encouraging customer loyalty , and joining us to "Move people through the wonders of sport" Your Exclusive Benefits At Decathlon, we support your passion for life and sport! - Recharge Go: Enjoy 3 days of annual leave after 6 months of service, and 10 days after 1 year. - Sport without Limits: Benefit from exclusive employee discounts, along with allowances for sports equipment and sports activities. - Rewards Security: Receive performance-based profit sharing bonus, free employee group insurance, and free annual employee health checks. - Eco-Friendly: Sustainable commuting rewards. - Club Life: Diverse clubs and activities to help you find your sports partners. Key Responsibilities (職責內容) As the core person in customer service, your responsibilities revolve around three key areas to ensure customers have an excellent shopping journey: 1. Contribute to an outstanding experience that encourages customer loyalty - Greet each customer by adopting a smiling, warm and helpful attitude. - Identify customer needs and offer them personalized and appropriate solutions. - Promote the loyalty program, explaining its benefits and encouraging enrollment. - Promote the mobile app to enhance the in-store experience and connect it with online channels. - Sell physically and digitally products and services that meets my customer needs. 2. Service Desk Mastery and Efficiency (Provide an impactful welcome to each customer ) - Master all the welcome desk processes to optimally respond to any customer requests. - Manage customer returns efficiently. - Handle telephone calls providing clear information. - Respond to customers reviews in a personalized and timely way. - Guarantee a swift and accurate orders experience (including E-commerce orders handling ). 3. Seamless and Personalized Payment Experience (Provide a seamless and personalized payment experience ) - Proactively welcome and assist customers throughout the checkout process. - Master and apply all checkout and cash flow procedures. - Ensure customer identification during transactions. - Apply essential IT procedures to maintain the operational efficiency of cashing tools. Skills Required (必備與加分技能): * Hard Skills (專業知識): Store welcome desk , Store checkout , Customer relationship , E commerce order handling. * Soft Skills (個人特質): Listening Questioning , Interpersonal Communication , Decision Making , Emotional Intelligence , Adaptability.

工作目標/核心價值 透過提供工作室服務與產品，培養顧客忠誠度，並提供獨特的全通路銷售體驗，讓人們享受運動的樂趣。 專屬你的福利與優勢 (Your Exclusive Benefits) 在迪卡儂，我們支持你的生活與運動熱情！ 充電再出發：滿半年享 3 天年假，滿一年即享 10 天年假。 運動無負擔：享有員工專屬購物折扣，以及享有運動裝備與運動活動津貼。 獎勵與保障：提供達標分紅獎金、免費員工團體保險，以及每年免費員工健檢。 友善環境：永續通勤獎勵。 社團生活：多元社團與活動，讓你找到運動夥伴。 職責內容 (Responsibility) 1. 提供可靠、精確的診斷與服務 (Provide a reliable and accurate diagnosis) - 遵循工作室操作指南，並依照診斷流程執行作業。 - 提供合適的永續服務選項 (如維修、保養、翻新)。 - 確保內部與外部維修之間的適當平衡。 - 提出符合顧客需求的預定日期。 2. 依照迪卡儂的標準運作工作室 (Deliver Workshop operations) - 維護安全、牢靠的工作環境。 - 執行運動產品的維修、保養與翻新作業。 - 執行產品客製化流程。 - 確保庫存的準確性與可用性。 3. 應用商業基礎原則 (Apply the business fundamentals) - 應用顧客關係的基本原則。 - 在各部門推廣工作室服務。 - 在線上與實體通路銷售我們的產品與服務。 - 確保收貨至陳列的流程高效運作 (Truck to Peg process)。 - 處理顧客付款事宜 (收銀/結帳)。 必備與加分技能 (Skills Required) 硬技能 (Hard Skills) 工作室診斷、操作、服務相關知識與經驗 工作室安全知識 工作室商業基礎與表現解讀能力 產品知識 (Product Knowledge) 軟技能 (Soft Skills) 人際溝通、聆聽和發問 批判性思考、制定決策 情商、適應能力 傳承、持續學習、效率 Core Value / Job Purpose To cultivate customer loyalty through workshop services products and offer a unique omnichannel sales experience , enabling people to move through the wonders of sport. Your Exclusive Benefits At Decathlon, we support your passion for life and sport! -Recharge Go: Enjoy 3 days of annual leave after 6 months of service, and 10 days after 1 year. -Sport without Limits: Benefit from exclusive employee discounts, along with allowances for sports equipment and sports activities. -Rewards Security: Receive performance-based profit sharing bonus, free employee group insurance, and free annual employee health checks. -Eco-Friendly: Sustainable commuting rewards. -Club Life: Diverse clubs and activities to help you find your sports partners. Key Responsibilities (職責內容) 1. Provide a reliable and accurate diagnosis and service - Apply workshop handling guidelines , and follow diagnostic operating procedures. - Offer the right choice of circular services (e.g., repair, maintenance refurbishment). - Ensure the right balance between internal and external repairs. - Propose a date that meets the customer's needs. 2. Deliver Workshop operations according to Decathlon standard - Act for a safe and secure environment. - Implement sports operations of repair, maintenance refurbishment. - Carry out personalization procedures. - Guarantee stock accuracy and availability. 3. Apply the business fundamentals - Apply the fundamentals of customer relationship. - Promote my services within each department. - Sell physically and digitally our products and services. - Ensure an efficient truck to peg process. - Cash my customers (handle payment). Skills Required Hard Skills : - Workshop diagnosis, handling, and services knowledge and experience. - Workshop safety knowledge. - Workshop business basics and performance reading. - Product Knowledge. Soft Skills : - Interpersonal communication. - Listening and questioning. - Critical thinking , Decision making. - Emotional Intelligence , Adaptability. - Transmission , Continuous learning , Efficiency.