Chen Wei Yang Email & Phone Number

Taiwan

Taipei City, Taiwan

Customer Service Center Management (BPO)- Oversee and train the customer service agency to effectively manage customer feedback.- Collaborate with cross-functional teams and the agency to resolve significant customer complaints efficiently through various communication channels, ensuring exceptional service quality.- Facilitate effective cross-functional communication to guarantee that all complaints are promptly addressed and resolved, thereby enhancing customer satisfaction and fostering brand trust.- Lead monthly review sessions with the customer service agency, provide constructive feedback to relevant departments, and monitor improvement initiatives and quality standards.- Proactively identify customer needs, analyze trends, and propose innovative strategies to optimize customer experiences.Marketing Administration and General Tasks- Compile and distribute promotional messages for operations and customer service agencies.- Manage coupon distribution and utilization.- Handle payment processing and contract submissions.- Coordinate and schedule meetings efficiently.- Execute ad-hoc assignments as required.

Taipei City, Taiwan

- Ensure all import/export requirements are met before authorizing shipments.- Verify that import/export documentation is complete and accurate.- Keep local customers and origin offices informed of any early or delayed pick-ups/deliveries.- Liaise and closely follow up with airlines and customers regarding delays and missing shipments.- Monitor shipment progress through systems and proactively resolve potential or actual issues.- Coordinate, arrange, and dispatch drivers to clear, collect, and deliver import, export, and transship shipments on time, providing special instructions as needed.- Ensure all packaging and refrigerants are adequate for travel.- Stay up-to-date with airline and customs requirements and schedules.- Confirm the uplifting of shipments by checking with airlines.- Regularly check system notes and respond to inquiries from overseas offices.- Coordinate clinical trials.

New Taipei City, Taiwan

- Oversee and optimize the entire customer journey to ensure seamless and satisfactory experiences.- Analyze and monitor tickets, customer reviews, and social media feedback to identify areas for improvement and implement necessary changes.- Provide insights into customer experiences from competitors and conduct competitor analysis to stay updated on industry trends and customer preferences.- Build and manage the Return Merchandise Authorization (RMA) process for the US, JP, and EU markets, ensuring efficient and effective handling of customer returns and exchanges.- Conduct projects such as focus groups, crowdfunding campaign satisfaction surveys, and user interviews to gain valuable insights and enhance customer experience.- Set up and maintain the CRM system, specifically Freshdesk, to manage and track customer interactions and engagements effectively.

Taipei City, Taiwan

- Provide world-class customer support through emails and phone calls for companies and their employees.- Address critical safety incidents reported by riders and driver partners.- Document all incidents on JIRA.- Collaborate with partners to find ideal solutions for incidents.- Handle escalations from social media reports regarding compromised safety.- Assist clients affected by driver partners’ misconduct.- Improve processes to optimize customer experience.- Contribute to building the team and organization for long-term success.

Taipei City, Taiwan

- Track and monitor orders from fulfillment centers to local logistics/customs brokers to ensure timely parcel delivery.- Monitor and review inbound/outbound cases from B2B and B2C customers.- Coach agents as needed and handle escalations from Tier 1 agents.- Coordinate with HQ and local teams to optimize standard operating procedures (SOP) flows.- Collect and report bug issues to tech teams, collaborating to resolve them.- Monitor and manage social media feedback.- Prepare product or service reports by collecting and analyzing customer information.

Taipei City, Taiwan

- Assign tasks and inquiries from omni-channels to team members.- Prepare daily summaries/reports for supervisors with accurate data.- Create and monitor after-service orders, collaborating with warehouses and local couriers to ensure timely package delivery.- Handle escalated cases, including negative reviews, RMA tracking, and the refund process.- Deliver the highest level of customer support.- Coordinate with related teams to provide adequate solutions and improve product quality with the PM team.- Accurately record issues and data into CRM portals.- Interact with and assist the Marketing team in achieving sales goals.

Taipei City, Taiwan

- Audit and monitor website content regularly.- Respond to inbound emails and chats in both Chinese and English.- Manage customer complaints and work to improve satisfaction.- Oversee and monitor social media platforms, including LINE, WhatsApp, and Facebook.- Collect and report bug issues to tech teams, collaborating to resolve them.

Taipei City, Taiwan

- Process B2B and B2C hotline and website orders.- Monitor and review B2B and B2C customer cases with the Legal team to ensure a high standard of service.- Facilitate communications with internal and external stakeholders.- Coordinate with factories and related functions to address demand and abnormal cases.- Arrange after-service with third-party logistics (3PL) and the Sales team.- Support team communications with distributors.

New Taipei City, Taiwan

- Handle hotline and website inquiries.- Resolve technical issues.- Troubleshoot application and hardware problems.- Conduct outbound calls for CSAT and DSAT surveys to improve retention.- Assign and manage paperwork.- Participate in the QA seeding program.

Taipei City, Taiwan

- Process and track B2B and B2C hotline and website orders.- Respond to information requests and complaints.- Focus on customer retention.- Assist in creating and maintaining CRM data.- Arrange after-service with third-party logistics (3PL) and logistics teams.- Facilitate communications with internal and external stakeholders.

Department Of Korean Language And Literature

Exchange Student Program, Korean Language