Truc Vo

- Manage and prioritize the product backlog, ensuring smooth delivery of features with the Scrum team. - Host and facilitate daily stand-up,sprint refinement, sprint planning, and retrospective sessions to align on priorities and progress. - Collaborate with stakeholders to gather requirements, communicate updates, and ensure consensus on feature priorities. - Analyze product data and customer feedback to identify opportunities for improvement and propose actionable solutions. - Support the creation of product roadmaps and contribute to defining user stories and acceptance criteria. - Work closely with the technical team to ensure timely and high-quality feature implementation. - Participate in feature testing and evaluation to ensure readiness before launch. - Focus on bridging strategy and execution to deliver impactful, user-centric product features.

- Conduct evaluation and develop KPI policy applied to each agent to review the performance - Development and management of Helpdesk center - Implement a support process for each application to ensure customers receive support quickly base on the SLA - Performance management of BPO * Evaluate performance by week * Update knowledge every time a new feature is released * Monitor workload as well as the capacity of BPO, from there, have a plan to evaluate and expand the appropriate service package - Handle major incidents that cannot be resolved by agents - Process urgent requests from customers - Report any product issue findings to related Product Team

- Deploy software on Shopify when connecting the system for the first time to customers. - Build long-term and strong relationships with customers to maintain paid service for your application. - Document design using application and user training. - Handle and resolve customer complaints - Obtain and evaluate all relevant information to handle product and service inquiries - Organize workflow to meet customer timeframes - Direct requests and unresolved issues to the designated resource - Records details of customer interactions, satisfactions and complaints - Prepare and distribute customer activity reports - Communicate and coordinate with internal departments - Provide feedback on the efficiency of the customer service process

- Deploying a new project for customers who use Haravan's service package for the first time - Supporting customers throughout their journey on Haravan products - Receiving and transmitting information to relevant teams. - Support other teams including: Product, Technical. Marketing by monitoring customer information and updating new information on the system.- Analyzing customers’ outstanding issues and follow-up for resolution to their utmost satisfaction and update all activities on tracking system in courteous and timely manner. - Developing and maintain in-depth Haravan product knowledge. ( Writing material , and improve the process )  - Developing surveys based on customer categories

- Answering the phone and transfer to the relative department. - Intepreting and translating commercial email, marine engineering books, etc - Supporting in building the content of the record . - Taking note of the meeting at the port and the shipyard. - Completing the application procedure. - Managing accounting tasks.

- Reverting the complaint of customers through the Zendesk system and explain the payment process. - Working with bank partner in Cybersource system and Napas system. - Creating the content for the template to reply to customer quickly. - Summarizing the popular problem of customers and building the solution description sheet.