**Experienced Customer Service Specialist – Overnight Shift for blithequark Taiwan**

Are you passionate about delivering exceptional customer experiences and driving business growth in a dynamic and innovative environment? Do you thrive in fast-paced environments and have a knack for problem-solving? If so, we invite you to join blithequark Taiwan as an Experienced Customer Service Specialist on our overnight shift. As a key member of our customer service team, you will play a vital role in ensuring that our customers receive the highest level of service and support, while also contributing to the continuous improvement of our processes and systems. **About blithequark** blithequark is reimagining the shopping experience with the goal of wowing each customer from the instant they open the blithequark app to the moment an order is delivered to their door. Our services in Taiwan include "Rocket Delivery" which offers next-day delivery for a wide selection of items at affordable prices, and "Rocket Oversea" which offers 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 blithequark?" **Role Overview** As an Experienced Customer Service Specialist, you will be 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. You will contribute to service excellence by identifying process gaps and driving continuous improvement. **Key Responsibilities** * **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 * **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 * **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 **Essential 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** At blithequark, we believe in investing in our employees' growth and development. As an Experienced Customer Service Specialist, you will have opportunities to: * Develop your skills and knowledge in customer service, process improvement, and team leadership * Collaborate with cross-functional teams to drive business growth and innovation * Participate in training programs and workshops to enhance your skills and stay up-to-date with industry trends * Take on new challenges and responsibilities as you grow in your role **Work Environment and Company Culture** blithequark is a dynamic and innovative company that values collaboration, creativity, and customer obsession. Our team is passionate about delivering exceptional customer experiences and driving business growth. We offer a supportive and inclusive work environment that encourages open communication, feedback, and continuous learning. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * A salary that reflects your skills and experience * Benefits that include health insurance, retirement savings, and paid time off * Opportunities for professional growth and development * A fun and supportive work environment **How to Apply** If you are passionate about delivering exceptional customer experiences and driving business growth in a dynamic and innovative environment, we invite you to apply for the Experienced Customer Service Specialist – Overnight Shift role at blithequark Taiwan. Please submit your application, including your resume and a cover letter, through our website. **Recruitment Process** Our recruitment process typically includes: * 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** * This job posting may be closed prior to the stated end date for application if all openings are filled. * blithequark 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 blithequark as stated in the Application Privacy Notice located below: Apply for this job