Irving Zhang

1. Responsible for new-hired training and regular updates to training materials for customer service section on site. Design relevant courses and implement training based on data and feedback.
2. Organiser of group building activities, responsible for gathering research, planning and implementing activities and collecting feedback from participants.
3. Responsible for the team's public website, pushing out public content on work, life etc.

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1. Liaising between clients and partners, resolving complications by 3 channels. (Inbound phone,Email and Live chat)
2. Support the relationship with customers by providing a high level of service (CSAT >90)
3. Reviewing skills and knowledge of the service process and documenting them to share experiences
4. Promote Booking.com's culture

1. Participate in Sour Dough's shop site selection, customer analysis, and analysis of competitor products and pricing systems
2. Daily operation and management of the shop, continuous follow-up and feedback on customer feedback
3. Communicting with clients through online or offline channels and resolving some complains quickly to maintain a hight level satisfaction

Senior Teacher Qualification Certificate

Certificate of Putonghua Proficiency

CET4

Responsible for going to Sichuan to collect and compile folk legends, three of which were selected to be published by Jiangxi People's Publishing in "Folk Legends of China