Cường Vương Email & Phone Number

Ho Chi Minh City, Ho Chi Minh City, Vn

Ho Chi Minh City, Ho Chi Minh City, Vn

- Manage a team of 7 in responding to customers’ general inquiries (Product use case, specification, manual request, feedback, etc.) and providing warranty instructions. The team achieved 71% of Customer Satisfaction Rating (CSAT), 22 hours of First Reply Time (FRT), and 7.7 days to solve in 2023. The results outperformed the Vietnam Care Team Productivity & Efficiency 2023 KPIs (68% CSAT rating, 30 hours FRT, 10 days to solve).- Provide guidance and assistance for all team members to… Show more - Manage a team of 7 in responding to customers’ general inquiries (Product use case, specification, manual request, feedback, etc.) and providing warranty instructions. The team achieved 71% of Customer Satisfaction Rating (CSAT), 22 hours of First Reply Time (FRT), and 7.7 days to solve in 2023. The results outperformed the Vietnam Care Team Productivity & Efficiency 2023 KPIs (68% CSAT rating, 30 hours FRT, 10 days to solve).- Provide guidance and assistance for all team members to improve the General Team’s workflow and productivity, including Knowledge Base revamp, 196 General templates update, and process enhancement for all hardware failure issues.- Manage Wearables content for branded support sites across brands (Fossil, Michael Kors, Diesel, Skagen, Armani Exchange, Emporio Armani).- Manage Self-Help Service projects to improve troubleshooting efficiency and customer experience.Projects Accomplished:- Enhance Global Wearables Contact Form (Self-Troubleshooting Wizard) - Renovate Global Wearables Chatbot- Enhance Wearables Articles Rating Show less