Rep III, Member Services-Taiwan Posting Date : 10 Jan 2025 | Close Date :10 Apr 2025 Job Specs:• Support day-to-day activities of Member Service through effective communication with the Members via emails and calls support • Able to execute an effective manpower arrangement to ensure manpower and various resources are being allocated effectively and efficiently to run the operation at an optimum level at all times.
• Assist staff in operation when necessary and be a team leader and team player at the same time• Lead and motivate rep I, rep II tasks to support Members' expectations and needs in information handling records, refunds, repurchases, order audit, and after-sales.• Able to provide a buddy system (knowledge sharing and guiding the new joiner) through the first few weeks or months on the job• Assist the Member Service Supervisor by monitoring and maintaining Member Service reports and taking necessary actions after analysis of the reports to identify the next improvement action and increase the Total Satisfaction Factor rate to improve quality service to members and colleagues.• Lead to lead rep I, rep II in ad hoc projects, events, UAT (user acceptance testing), and provide suggestion/feedback• Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, System Behavior, Member Compensation system and etc.• Able to log SNOW/ISupport and highlight to IT immediately where there is a system issue that will affect Members' experience and operation.
Able to work and communicate with IT on the solution and direction.• Constantly looking for ways to improve performance and make appropriate recommendations to the Manager as and when such opportunities are identified.
This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.• Work closely with all cross-functional teams on operations, procedure-related and able to analyze the impact and anticipate the question that arises from members• Capable of assisting in the preparation of Weekly Issues reports and monthly reports.
This will be demonstrated by reports being complete and submitted on time and by their content being accurate and covering all key issues • Able to take full ownership to communicate with logistics and 3PL when there is an urgent issue or feedback and get permeant solutions as well as preventive solutions • Able to build/ create a good relationship with the team to build a fun and happy working environment Requirement:• Proficiency in verbal and written English, and another language (Mandarin) proficiency is required • Pleasant personality with excellent interpersonal skills • Ability to provide superb customer service and resolve problems independently under the company's guidelines• Self-motivated and attentive to details with strong initiative• Ability to work in a result-oriented atmosphere under pressure and meeting tight deadlines as flexible working hours may be required• Good computer literacy (Word/Excel/Powerpoint)• Flexibility in performing efficiently in a fast-paced work environment.• Ability to solve problems and challenges and carry out responsibilities under minimal supervision.
• Ability to meet deadlines and work under pressure which working overtime and flexible hours are expected.
Sub Specialization : Services;Customer Services Type of Employment : Permanent Minimum Experience : Fresher Work Location : Kuala Lumpur If you encounter difficulties, please click here for technical assistance.