An experienced CC professional with more than 4 years of invaluable experience working in the customer care departments of leading companies in the world including ASOS.com, Star Wood Hotels Worldwide, Mitsukoshi Ltd and Cath Kidston. Jiwon is currently working as a leading SME Asian Market Specialist Consultant Advisor at ASOS.com. She is the key contact person for the Korean brand sourcing on the ASOS site. She is dealing with live query performance for Asia covering major territories including South Korea, Singapore, Malaysia, Hong Kong, Japan and Taiwan. She is working with different CC sectors in ASOS.com including: Knowledge & Optimisation, Profit Protection, Delivery Validations, Operations Exceptions Support, Real Time and Customer Experience. Jiwon is also a freelance spatial interior designer. Her past clients include, Tate Britain, The Barbican Centre, Arts Council England, I-D Magazine, BMW, The Henley Festival and exclusive high end restaurants in Mayfair W1.
I am at present working as a leading SME Customer Care Specialist Advisor (Multilingual/Korean) at ASOS.com. I am one of the two key contact consultants for the Korean brand sourcing on the ASOS website. I am providing consistent and efficient customer service and product advice to ASOS customers in all forms of digital correspondence (telephone, core email, social media and live chat). These live queries are answered with the aim of a first time resolution whilst also achieving high KPI’s and CSAT scores – Customer Satisfaction Survey. I have resolved many customer complaints by identifying key problems and taking appropriate actions by implementing the correct procedures of the company. (E.g Liaising with the finance department with customers on fraud security checks to not only save the company’s funding on this sector, but also to enable a faultless shopping experience) • Providing consistent and efficient customer experience to all customers by channelling the voice and ethos of ASOS through digital correspondence (Emails, Social media, Live chat, Telephony) • Assisting the customers in each step of the buying process (From the customer’s registration to effectively making the order) • Resolving delivery exceptions by communicating with carriers, operations and profit protection team to prevent unnecessary losses • Achieving high KPI’s whilst maintaining excellent quality (Especially during peak times of sales like Valentines week or when free next day delivery promo codes are launched) • Liaising and assisting the Finance Department with customers on fraud security checks to enable a faultless shopping experience • Translating ASOS.com’s landing/help/sizing pages for the South Korean market • Holding weekly market meetings, identifying key issues and highlighting trends in escalated customer queries (of a certain market/country)
BA Surface Design
Foundation in Art and Design