Younger Yang

Customer Service and Operations Officer

World Courier

March 2024 - August 2024
Taipei, 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.

Sr. Customer Success Specialist

ViewSonic

September 2023 - January 2024
Taipei, 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.

Customer Support Operation

Uber

April 2023 - September 2023
Taipei, 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.

Customer Service Specialist

Coupang

August 2021 - November 2022
Taipei, 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.

Regional Customer Care Senior Supervisor

Teamson

July 2020 - January 2021
Taipei, 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.

Customer Service Specialist/Auditor

SWAG

September 2018 - March 2020
Taipei, 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.

Consumer Service Specialist

JTI (Japan Tobacco International)

October 2017 - July 2018
Taipei, 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.

Soluto Technician

Asurion

February 2017 - October 2017
Taipei, 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.