Bilingual Customer Service |Nestle Nespresso |Taipei, Nov 2020 ~ Jun 2022

1. B2C, B2B Inbound phone contacts 

• Registration of new B2C customers: welcoming, creating account, presenting the Club, issue resolution, taking the first order. 

• Taking orders: customer identification, entering up to date information in the system, taking order, checking orders in progress, reformulating order, cross- and up-selling

 • Handling machine questions/issues: diagnose machine problems, solve the customer's difficulties by phone or set in motion the appropriate maintenance procedure

 • Answering information requests or complaints: understand customer request/complaint, appropriately answer according to CRC Guidelines

 • Ensure database integrity: continuously update customer details, efficiently use follow-ups 

 2. B2C,B2B Outbound phone contacts 

• Execution of programs: optimize use of outbound call lists, study account details to understand customer profile, perform call according to each program’s specific objectives 

 3. B2C,B2B Web/mail/fax contacts

 • Order processing: enter or check order in system, update customer details if needed

 • Answering information requests or complaints: understand customer request/complaint, use the most appropriate mail/email template to answer request or solve issue, personalize answer when needed

PR Customer Service Specialist|Orient EuroPharma|Taipei, Sep 2019 ~ May 2020

1.Responsible for planning health lectures with company, municipal sports centers, campuses, promoting             public health education information.

2.Provide monthly progress report on health lectures.

3.Regularly participate in relevant training and meetings, familiar with product knowledge and consumer               activities.

4.Provide consumers with professional and good telephone consultation services immediately.

5.Accurately record and update the consultation related content in the customer service system.

6.Properly respond to consumer complaints, and collect relevant information to assist institutions to deal with     customer complaints.

7.Continuously optimize and standardize the user interface and operation process of the customer service           system.

8.Continuously update and manage the FAQ knowledge base.

9.Cloud management of consumer consultation records.

10.Regularly provide consumer consultation and analysis reports as a reference for the marketing activities of         public institutions.

Customer Service Specialist|citiesocial|Taipei, Jul 2017 ~ Sep 2019

1.Ability to communicate on all levels via various media, phone, fax, direct, email. (Zendesk, phone and online-     chat) 

2.Answered an average of 60 up calls/30 up letters per day by addressing customer inquiries, solving problems     and providing new product information. 

3.Reduce return rate to 3%-5% by communicate with customer. 

4.Support front-line in real-time. 

5.Answered customer questions about product availability and shipment times. 

6.Identifying and assessing customers' needs to achieve satisfaction

7.Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. 

8.Vendor relationship internal requirements (instructor platform to vendor, shipping and exchange problem         solving) 

9.Summarize user feedback and call together all departments for discussions about improvements. 

10.Documented all customer inquiries and comments thoroughly and quickly. 

Internship ground crew|China Airlines|Taoyuan, Jul 2013 ~ Sep 2013

1.Held personnel accountable for fulfilling required duties and responsibilities during their respective shifts. 2.Followed company regulations and rules to promote a safe environment for travelers and employees. 

3.Escorted guests to their assigned rooms, including transporting their luggage. 

4.Resolved service-related problems in a timely manner. 

5.Cabin crew training classes. Safety procedures in aircraft .Manners etiquette...etc