WANG CHEN
Customer Support Specialist
Tianjin
Summary
Customer-focused support professional with 3+ years of experience in customer-facing roles, including SaaS/B2B environments. Fluent in Mandarin and English with proven ability to handle complex customer interactions via WeChat, Gmail, and Slack. Skilled in troubleshooting operational and technical issues, driving root-cause solutions, and maintaining high customer satisfaction (CSAT) and quality assurance (QA) metrics. Background in financial processes, payroll systems, and cross-departmental coordination. Self-motivated remote worker with strong time management and a results-oriented mindset.
Overview
1
1
Language
1
1
Certification
9
9
years of professional experience
Work History
Customer Service Representative (Part-Time)
MYLAND TECHNOLOGIES
01.2023 - Current
- Serve as primary sales and support window for key Philippine accounts, providing responsive support via WeChat and Gmail.
- Independently troubleshoot operational and technical issues, researching root causes and implementing solutions to ensure customer success.
- Guide customers through platform features and order processes, delivering clear explanations to drive adoption and satisfaction.
- Coordinate with technical, customer service, and logistics departments to resolve underlying problems and maintain service continuity.
- Maintain organized records of customer interactions for process improvement and escalation.
Customer Satisfaction Management
KEYENCE (CHINA) CO., LTD.
08.2019 - 12.2022
- Handled approximately 50 quotations and orders daily, ensuring price compliance and accurate documentation.
- Answered ~30 customer calls per day, resolving issues, gathering requirements, and feeding back to sales to improve CSAT and QA scores.
- Acted as liaison between sales, logistics, credit control, and finance teams to ensure accurate, timely delivery and payment collection.
- Researched and resolved customer and sales inquiries related to quotations, orders, and financial processes.
- Analyzed sales data and prepared reports for management, identifying patterns and recommending process improvements.
- Developed and standardized quotation and order processing procedures, reducing errors and improving response productivity.
Assessment and Analysis Specialist
PING AN OF CHINA
11.2017 - 03.2018
- Bridged communication between headquarters and Tianjin business district, addressing personnel management inquiries.
- Conducted over ten thousand employees performance assessments and wrote analytical reports everyday.
- Independently created the Tianjin Branch architecture diagram and promoted the Basic Law of assessment.
Education
Bachelor’s Degree - Administration, Finance
Sichuan University
Chengdu, China06.2017
Skills
Customer Support: WeChat business communication & group management, Gmail, Slack, phone, email
Languages: Mandarin (native), English (fluent, written & verbal)
Technical/Operational: Troubleshooting, research, root-cause analysis, issue escalation
Certification
IELTS 6.5
Timeline
Customer Service Representative (Part-Time)
MYLAND TECHNOLOGIES
01.2023 - Current
Customer Satisfaction Management
KEYENCE (CHINA) CO., LTD.
08.2019 - 12.2022
Assessment and Analysis Specialist
PING AN OF CHINA
11.2017 - 03.2018
Bachelor’s Degree - Administration, Finance
Sichuan University
ADDITIONAL INFORMATION
- Comfortable working fully remote with self-directed time and priority management.
- Experience with WeChat for business communication, including group management.
- Familiarity with payroll and HR systems gained through financial process coordination and order management.
- Strong outcome orientation: focus on resolving root causes rather than just answering individual queries.