[Fun Fam Taiwan] Mia Lim— Customer Success Manager
FunNow 作為都會享樂第一指定預訂平台，用戶與店家都是我們的服務對象，而站在第一線服務雙邊的就是客戶成功部門了。而 Mia 也是這個部門的靈魂人物，她曾說過：「我們與傳統的客服部門定義不太一樣，因為我們不只是要解決客戶的問題，而是更希望取得雙贏或三贏」。能夠在每天可以站在戰場前鋒、帶著團隊「打仗」的她，其實是一個骨子裡非常熱愛與人互動及交流的人，在 FunNow 的辦公室中，時常可以聽見 Mia 爽朗的笑聲，每當人們聊到打麻將、唱歌，也絕對會馬上想到 Mia，因為她幾乎是「固定咖」。
Mia 來自馬來西亞，在大學的時候到台灣求學，而後留在台灣就業。她坦言，外國人在台灣求職不容易，過去求職最大的挑戰就是她的外國人身份，許多公司在最後一關會因為工作證等問題，而無法提供她機會。Mia 也因為如此，她願意多方嘗試，與朋友合夥開速食店、到飯店第一線工作等，這些經歷讓她如今在客戶成功部中，更能夠換位思考，了解不同人的需求與期待是什麼，進而協助他們。
#解決問題的人
客戶成功部，每天都是一場戰鬥！作為前線，Mia 認為最重要的是能夠解決問題，「FunNow 的客戶成功部並非只是一個轉介問題的客服單位，我們希望在第一線就能夠解決不同用戶、店家提出來的問題」Mia 這麼說。而這也是她的個性使然，遠從馬來西亞到台灣求學與就業的她，在這段旅居海外的時光，會遇到各種問題與新環境，因此 Mia 需要去克服並排解掉，本身就有良好適應力的她，加上這些年的際遇，更加練就她解決問題的能力，Mia 也將這個信念放在工作上。
#思考多一步
Mia 是在大約兩年前 FunNow 客戶成功部門轉型時加入的，當時部門功能相對比較被動，而現在的 FunNow 客戶成功部則化被動為主動，希望早一步思考到用戶及店家的需求與問題。Mia 侃侃而談說：「過去相對被動時，問題可能會到比較嚴重才處理，這個時候用戶或店家的情緒也會比較滿。因此我們吸取經驗，主動出擊，讓客戶們感受到我們提早因應，問題也就不會那麼棘手了。」Mia 也將她過去從事不同產業的經驗，放到這裡，切換不同人可能的期待跟需要的幫助為何，總是能夠早一點為對方想到，才能夠達到雙贏！
#傾聽
作為一個喜歡跟人互動的人，Mia 也認為自己擁有傾聽的特質，這當然也體現在她每天的工作上。Mia 坦言：「在 FunNow 最大的學習是『快速變化』，因為公司策略的節奏很快，我們都要跟上」，也因此不斷傾聽不同部門、自己團隊成員，以及用戶與店家的需求與建議，是非常重要的。而如今，開始獨當一面帶領客戶成功部的 Mia，也學習不僅是要傾聽，還要帶領及管理團隊前進，她也自豪地說：「我們部門總是有共患難的精神，一起度過每個艱辛的時刻」。接下來，她將會把這個前線先鋒隊打造得更佳快速及有效率，並且還帶著十足人情味解決問題。
As the best booking platform providing enjoyable services in cities, FunNow regards both users and stores as its customers. Customer Success Team, where Mia plays a crucial role, is responsible for providing frontline services for both sides. Mia says, “The services our Team offer are different from traditional customer services. We not only need to solve customers’ problems but also strive for a win-win situation, or even a win-win-win one.” Aside from being a “vanguard” and managing her team in the workplace, Mia enjoys mixing with people. Every worker in the FunNow office can hear her infectious laughter frequently. When talking about playing Mahjong or going to Karaoke, people usually think of Mia, for she is seldom absent.
Mia comes from Malaysia, studying in Taiwan for a bachelor’s degree. After graduating, she found a job in Taiwan. She admits that it’s difficult for foreigners to secure a job in Taiwan for their identities, and she was rejected by several companies due to problems with work permits. Because of that, Mia has taken a variety of jobs, such as opening a fast food shop with her friends or working as a receptionist in the hotel. Such experiences help Mia to put herself in others’ shoes, understanding customers’ needs as well as expectations and satisfy them.
#Be a Good Problem Solver.
Working on the Customer Success Team is like real fights! As a frontline worker, Mia considers problem solving the most significant. She says, “Customer Success Team at FunNow not only conveys customers’ messages but also tries to answer problems raised by users and stores immediately.” It also has something to do with her experiences. While studying and working in Taiwan, she was confronted with numerous problems and had to adapt to new environments. With stable adaptability and accumulated experiences in these years, she becomes proficient at resolving problems and holds such belief when working as well.
#Think Beforhand.
Mia entered the Customer Success Team about two years ago. The team acted passively at that time, but now it becomes much more active in taking users’ and shopkeepers’ requirements into account beforehand. Mia says passionately, “In the past, it was not until the problem intensified that we solved it, which distubred customers. Therefore, we turn into active workers, making hay while sun shines and then the problems become less serious.” Also, she applies her past work experiences to her job at FunNow, recognizing needs and helps form different people in advance. In this way, a win-win situation is in the bag!
#Become a Considerate Listener.
As a leader who loves interacting with people, Mia sees listening as one of her characteristics. “In FunNow, the most valuable lesson is adjusting to rapid changes. Every worker should learn how to adapt to the fast-paced work environment.” Mia admits. As a result, listening to demands and suggestions from various teams, team members, and users as well as stores is of great importance. Now, apart from leading the Customer Success Team on her own, Mia has to listen, lead and manage her team to move forward. She says proudly, “Our team members always fight side by side and share weal and woe together.” It is expected that she will train her frontline team to provide real-time service with high efficiency and solve problems with immense warmth and friendliness.
