Vanilla

Cai Jiachun has years of experience in customer service and operations coordination, proficient in bilingual English and Chinese communication in speech and writing, skilled in mainstream CRM ticketing systems such as Zendesk and Freshdesk, adept at handling cross-border orders, complex customer complaints and crisis events, possesses the ability to work independently, logical thinking, and high self-discipline, seamlessly adapts to a fully remote (Work From Home) work mode to provide stable and high-quality customer service for enterprises.

Online Customer Service at Company name undisclosed (Internet-related industry, over 500 employees) (2025-09 – 2025-12)

• Provided customers with real-time consultation and services via phone, online text customer service, and email.
• Assisted in handling order inquiries, product information, payment, delivery progress, and return/exchange issues.
• Followed company SOPs to quickly assess cases and provide accurate solutions.
• Handled customer complaints and exceptional cases, soothing customers and maintaining good service quality.
• Cases that could not be resolved at the frontline were escalated to relevant departments or second/third-line customer service according to procedures.
• Accurately recorded customer problems and handling details to ensure complete case tracking.
• Kept updated with the latest company policies, promotional activities, and service content to provide correct information to customers.

Phone Customer Service | Managed 5~8 people at Cool Tour International Travel Co., Ltd. (Travel service industry, over 500 employees) (2023-12 – 2025-09)

• Acted as a cross-departmental liaison for customer service and operations, aligning sales, logistics, and supplier needs to ensure synchronized workflows and rapid problem resolution.
• Delivered bilingual support (Mandarin/English) across email, live chat, phone, and social media, efficiently managing high-volume inquiries regarding products, orders, payments, and itineraries.
• Handled high-pressure crisis management for travel disruptions (e.g., flight delays, cancellations, supplier changes), rapidly providing alternative solutions to minimize customer impact and escalation risks.
• Optimized operational efficiency by utilizing CRM/Zendesk ticketing systems, maintaining internal SOPs, and turning complex complaints into positive brand experiences.

OP/Travel Agency Staff | Managed under 4 people at Tai Fu Lin Travel Co., Ltd. (Travel service industry, 1~30 employees) (2023-02 – 2023-12)

• Managed end-to-end travel itinerary planning and execution, serving as the primary liaison between clients, internal teams, and external suppliers.
• Delivered bilingual client communication (Mandarin/English) across multiple channels for pre-trip consultations, quotation preparation, cost control, and after-sales support.
• Handled critical travel exceptions and complaints (e.g., sudden cancellations, itinerary changes), promptly assessing risks and providing viable alternative solutions.
• Streamlined operational workflows by coordinating driver dispatches, organizing FAQs, and supporting administrative tasks and special projects (such as ski classroom operations).

Bookkeeping/Cashier/General Accounting at Hong Hai Enterprise Co., Ltd. (Other financial and auxiliary industry, 1~30 employees) (2022-02 – 2023-02)

• Responsible for daily accounting data entry and management, organizing receipts, invoices, and reports.
• Managed petty cash and expense reimbursement processes, ensuring clear accounting and compliance.
• Assisted administrative support work (document organization, filing, and data entry) to ensure smooth workflow.
• Assisted cross-departmental data consolidation and reconciliation to improve internal information consistency.

Food Service Waitstaff at Holiday KTV Co., Ltd. (Part-time) (Restaurant industry, over 500 employees) (2021-10 – 2022-08)

Store Clerk/Counter Staff at FamilyMart Co., Ltd. (Part-time) (Department store related, 1~30 employees) (2021-09 – 2021-12)

Store Clerk/Counter Staff at Asia Pacific Telecom (Telecommunications industry, 100~500 employees) (2018-09 – 2019-03)

• Introduced and sold electronic products.
• Sold phone numbers.
• Assisted customers in using electronic products.

Food Service Waitstaff at Curry Dictionary (Restaurant industry, 1~30 employees) (2017-09 – 2018-06)

Intern/Part-time Worker at Gao Dian (Footwear/Textiles/Apparel Retail, 1~30 employees) (2016-01 – 2017-02)

Bachelor in Department of Law – Kaohsiung Open University (2022-06 – 2026-09)

High school/Vocational School in Department of Fashion and Apparel – National Chiayi Home Economics & Commercial High School (2015-09 – 2017-06)