Uyên Trần (Jane) Email & Phone Number

Ho Chi Minh City, Vietnam

Ho Chi Minh City, Vietnam

Vietnam

- Manage sellers' inquiries in terms of platform technical issues, order statuses, production updates, platform’s programs. - Maintain and create content for communication channels such as website, blogs, social media.- Measure, monitor, and build detailed reports on community insight regarding our products and services. - Collaborate with cross-functional teams to develop content and strategically plan the timing for publishing the content that achieves our communication objectives. - Observe and build reports on competitor activities and market trends to keep everyone updated about our positioning in the market. - Generate high-quality social content by observing industry trends.

Ho Chi Minh-Ville, Viêt Nam

- Main project: Ali Reviews, Transcy- Conduct market research, collect user's requirements and give feedback & insights of the market to Product Owner and Customer Service team for improvements in product features, brand positioning and strategy. - Work closely with Product, Dev, Data, Growth teams to develop, execute, and review growth strategy, improve customer experience, and create essential internal tools.- Build and execute the growth of up-sell and retention campaign, including strategy, content plan, and analytics to drive Shopify merchants and revenue growth.- Write training documents and strategic process for customer success team and relevant team.- Monitor support quality of team members on chat tools: Crisp, Slack, Jira, Confluence.- Assist CS Team Leader to analyze KPI statistics and keep track of team members' performance. - Prepare weekly/monthly performance reports.- Conduct training and mentor a team with 9 freelancer agents to promote productivity, accuracy, and commitment to professional service. - Define targets and monitor closely to help the team hit the targets.- Consult team members for urgent issues and complaints.- Establish strong relationships with VIP users as a CSM, resulting in increasing customer's loyalty.- Resolve technical issues for Shopify app users via email, live chat, and phone calls.- Handle complaints from VIP customers and escalation cases.- Testing and reporting bugs/issues to relevant departments.