- Overseeing and optimizing the entire customer journey to ensure seamless and satisfactory experiences for customers - Analyzing and monitoring tickets, customer reviews, and feedback from social media to identify areas for improvement and implement necessary changes - Providing insights into customer experiences from competitors and conducting competitor analysis to stay updated on industry trends and customer preferences - Building and managing the Return Merchandise Authorization (RMA) process for the US, JP, and EU markets, ensuring efficient and effective handling of customer returns and exchanges - Conducting projects such as focus groups, crowdfunding campaign satisfaction surveys, and user interviews to gain valuable insights and enhance customer experience - Setting up and maintaining the CRM system, specifically Freshdesk, to manage and track customer interactions and engagements effectively

- Provide world-class customer support through emails and phone calls for companies and their employees - Work on critical safety incidents reported by riders and driver partners - Document all incidents on JIRA - Collaborate with partners and work towards any solution ideal for the incident - Handle escalations when someone reports on SNS regarding an incident where their safety was compromised - Handle clients who were on the receiving end of a driver partners wrong behavior - Help in improving processes, to optimize for a better customer experience - Contribute to building the team and the organization for long-term success

- Track and monitor orders from FC to local logistics/customs brokers to ensure the parcels arrive on time - Monitor and review IB/OB cases from 2B, 2C customers - Coach agents if necessary and handle escalations from Tier 1 agents - Coordinate with HQ and local teams to optimize the SOP flows - Collect bug issues for tech teams and co-work with them to resolve - Monitor and handle social media feedback - Prepare product or service reports by collecting and analyzing customer information

- Assign tasks and inquiries from Omni-channels to members - Making daily summaries/reports to supervisors with accurate numbers - Create and monitor After Service orders and co-work with WH and local couriers to ensure the packages arrive on time - 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 - Accurately record issues and data into CRM portals - Interacts and assists Marketing in achieving sales goals

- Audit and monitor the contents of the website from time to time - Replying to IB emails/Chats in Chinese or English - Managing customers’ complaints and improving satisfaction - Social media management and monitoring, including LINE, Whatsapp, and Facebook - Collect bug issues for tech teams and co-work with them to resolve

- 2B and 2C hotline/website order processing - Monitor and review cases of 2B and 2C customers with the Legal team to provide a high standard service level - Internal/external stakeholders' communications - Coordinate with factories and related functions to reflect demand and abnormal cases - After Service arrangement with 3PL and the Sales team - Support team's communications with distributors

- Hotline/website inquiries handling - Technical issue resolving - Application/Hardware troubleshooting - OB for CSAT, DSAT survey for retention - Assign paperwork - QA seeding program member

- 2B and 2C hotline/website order processing and tracking - Answering information requests/complaints - Customer retention - Helping to create and maintain CRM data - After Service arrangement with 3PL and logistics - Internal/external stakeholders' communications