Vietnam Hanoi

1. Resolution Customer: - Serve as the primary contact for moderate to highlycomplex customer issues. - Communicate with customers to understand their concernsand enhance their experience. - Manage escalations end-to-end, ensuring fast and accurateresolutions. - Lead strategic projects to improve resolution times, boostcustomer satisfaction, and enhance effi ciency. - Set and manage customer support expectations eff ectively. 2. Escalation Handling: - Resolve high-risk issues by establishing clear communicationchannels and tracking agreed actions. - Coordinate multiple stakeholders, ensuring smoothorchestration. - Understand the root cause, business impact, and urgency ofissues from customers and stakeholders. 3. Collaboration: - Collaborate with and infl uence engineering or operationsteams to engage the right technical resources. - Build and maintain relationships with internal teams,partners, and senior leadership. 4. Process Improvement: - Identify systemic issues and process breakdowns, drivingcreative solutions beyond existing boundaries. - Prepare executive summaries detailing customer issues,their impact, and resolution status. - Detect patterns in recurring customer issues and proposestrategies for long-term solutions

Vietnam

Built and maintained a robust knowledge base withcomprehensive FAQs, activation manuals, andtroubleshooting guides for a wide range of digital products,improving support effi ciency and self-service rates. Drove product expertise through hands-on testing anddeep research, enabling the team to deliver accurate, up-to-date assistance to users. Led customer engagement across key platforms(Facebook, Twitter, Telegram, Freshdesk, Trustpilot),promptly addressing inquiries and resolving issues toensure high customer satisfaction. Enhanced support accuracy and resolution quality byreferencing the service handbook and gathering detailedcase evidence to fully understand and address customerconcerns. Created and managed a scalable support system usingFreshdesk and Telegram, streamlining customer serviceoperations in a fast-paced startup environment. Proactively identifi ed trends and improvements bymonitoring industry shifts and customer feedback,regularly updating the knowledge base to maintainrelevance and eff ectiveness. Delivered end-to-end customer support, ensuring timelyand eff ective resolution of product-related concerns in linewith company standards. Handpicked by Team Manager to mentor and trainnew Customer Service Representatives, guidingthem through support workfl ows, policies, and bestpractices to ensure smooth onboarding.