Younger Yang
Customer Service Specialist - T2
・8-year experience in the customer service related field
・Able to provide the highest quality of service and protect the reputation of the company
・A good team player, good at coordinating with other functions to accomplish tasks smoothly
Coupang 酷澎股份有限公司
中國文化大學 Chinese Culture UniversityTaipei City, Taiwan
Professional Background
Current status
Unemployed・Not open to opportunities
Profession
Customer Service / Support・Technical Customer Service Engineer・Customer Service Manager
Fields
-
Work experience
6-10 years (6-10 years relevant)
Management
I've had experience in managing 5-10 people
Skills
WordExcelPowerPointSlackZendeskIntercomFreshdesk
Languages
English・Fluent
Korean・Fluent
Chinese・Professional
Highest level of education
Bachelor
Job search preferences
Desired job type
Full time・Interested in working remotely
Desired positions
Customer Service
Desired work locations
Taiwan
Freelance
Non-freelancer
Work Experience
Customer Service Specialist - T2
August 2021 - November 20221 yr4 mos
- Monitor and review IB/OB cases - Handle escalations from Tier 1 - Coordinate with HQ and Local teams to optimize the SOPs - Localize SOP/Workflow - Monitor and handle social media feedback - Prepare product or service reports by collecting and analyzing customer information
Regional Customer Care Senior Supervisor
July 2020 - January 20217 mos
- Assign tasks, inquires from Omni-channels - Making daily summaries/reports to supervisors with accurate numbers - Handle escalated cases, including negative reviews/RMA tracking and refund process - Deliver the highest level of customer support - Coordinate with related teams to provide adequate solutions and improve the product quality with the PM team - Co-work with the warehouse to offer the best After-Service - Accurately record issues and data into CRM portals - Interacts and assist Marketing to achieve sale goals
Customer Service Specialist / Auditor
September 2018 - March 20201 yr7 mos
- Audit and monitor the contents of the website from time to time - Replying to service-related emails in Chinese or English - Handling customers’ complaints and improve satisfaction - Social media management and monitoring, including LINE, Whatsapp, and Facebook
Consumer Service Specialist
October 2017 - July 201810 mos
- Hotline/website inquires handling / Answering information requests/complaints - Internal/external stakeholders communications - Coordinate with Factory and related functions - Product exchange arrangement - Support function's tasks
Soluto Technician
February 2017 - October 20179 mos
- Hotline/website inquires handling - Application/Hardware troubleshooting - Answering information requests/complaints - Assigned paperwork handling - QA seeding program member
Coffee Specialist
January 2016 - October 201610 mos
- Hotline/website orders processing - Answering information requests/complaints - Outbound phone contacts - Registration of new B2C, B2B customers - Machine troubleshooting - After Service arrangement - Internal/external stakeholders communications
Education
中國文化大學 Chinese Culture University
Bachelor’s Degree・Department of Korean Language and Literature
2009 - 2013
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