Experience

Klook

• Hong Kong
• Travel Arrangements
• 700 & Above Employee

• Customer Review Analyst

  • Mar 2021 - Present

  (English / Chinese) :- Deal with escalated complaints and special cases raised from Customer Experience Supervisors.- Handle the cases which have been escalated to consumer councils and report the resolutions to the consumer councils.- Work closely with the Customer Experience Team, other cross-functional teams and the local operators to resolve customers' issues.- Maintain around 300 internal and external reviews a week.- Analyze weekly details of compensation and ensure all applications are correct. - Do monthly complaints analysis reports and provide resolutions or recommendations on how to improve existing processes and procedures.- Singapore Rediscover Voucher Project. Show less

• Customer Experience Specialist

  • Nov 2019 - Feb 2021

  (German / English / Chinese) :- Handle and respond to customers' inquiries, requests and complaints.- Liaise with merchants and service operators to fulfill booking changes.- Enter, update and maintain accurate information of customers' interaction, transactions, comments and complaints in the company's system.- Share customers' feedback with relevant departments (Business Development Team, Marketing Team and Finance Team...) and service operators for further improvements.- Translate English template to German. Show less



尚余企業股份有限公司

• 台灣 Tainan City 臺南市

• Sales Assistant

  • Apr 2019 - Oct 2019

  - Handle inquiries, purchase invoices and purchase orders. - Track the production procedures of factories and ensure products deliveries on time. - Make shipping advice, payment requests to customers, and send documents to the custom broker. - Handle inquiries, purchase invoices and purchase orders. - Track the production procedures of factories and ensure products deliveries on time. - Make shipping advice, payment requests to customers, and send documents to the custom broker.



Lion Travel

• Taiwan
• Travel Arrangements
• 100 - 200 Employee

• Tour Leader

  • Jul 2017 - Mar 2019

  - Lead around 50 groups to go to Southeastern countries and China. - Coordinate with the local tour guide and ensure the tour could go on smoothly. - Deal with different sudden occurrences during the tour. - Lead around 50 groups to go to Southeastern countries and China. - Coordinate with the local tour guide and ensure the tour could go on smoothly. - Deal with different sudden occurrences during the tour.



Romantic Travel Service

• 台灣 Tainan City 臺南市

• Sales Representative

  • Aug 2013 - Jul 2017

  - Plan the customized itineraries. - Sell the products of tour agencies. - Lead groups to go abroad (Canada, The United States, Australia, United Arab Emirates). - Plan the customized itineraries. - Sell the products of tour agencies. - Lead groups to go abroad (Canada, The United States, Australia, United Arab Emirates).



Da-Yeh University

• Taiwan
• Education Administration Programs
• 1 - 100 Employee

• Teacher

  • Nov 2016 - Dec 2016

  - Teach Tourism English. - Share work experience and knowledge related to the travel industry. - Teach Tourism English. - Share work experience and knowledge related to the travel industry.