Cherry Wen Email and Phone Number

1) Cross department collaboration with retail team / logistic team etc, timely updated on customer service policy / operation procedure/quality issues2) Set up repair center provide high quality of Customer Service 3) Set a clear performance target to stores / warehouse /repair center4) Follow HQ guideline, set up standard “ G-Care” system in customer services5) Follow HQ guideline, set up standard Global customer services policy of after sales services6) Follow up customer issues and find a solution way7) Improves customer service quality results by daily QC8) Improves industry’s developments and apply best practices 9) Develop & improve work processes and after service standards, do the management for all the customer officers10)Overall manage all stores and warehouse/repair center daily operation 11)Build up a Customer Centric culture in the China12)Team management in daily

1) Set up a high quality Customer Service Standard with local relevance for Great China Region2) Follow HQ guideline, download and optimize the global customer service policy/standardization which can fit local market needs (including China, HK, MAC and TW)3) Play a key role in GCR customer service procedures, policies, standards design. Challenging norms in desire of align with the new brand strategy.4) Set up, maintain and continue improve calling/written script and FAQ database.5) Improves customer service quality results by studying, evaluating, and optimizing processes, establishing and communicating service metrics; monitoring and analyzing results; keep accurate records and documentations for customer service actions and discussions.6) Keep pace with industry’s developments and apply best practices to areas of improvement.7) Contact Center & team management8) Overall manage contact center 9) Drive overall vision of the team, build up a Customer Centric culture in the team10)Set a clear performance target11)Take ownership of customers issues, follow up with problems to solution12)Work close with store operation team to get timely updated on customer service policy & operation procedure13)Financial management, forecast and manage budget to achieve customer service object14)Improve customer service experience, create customer engagement, and facilitate organic sales growth in the e-commerce sector15)Customer service reporting and insight16)Collaborative with HQ CRM and IT team

1) Set up repair center in Leica Great China SH and HK and TW2) Set up process, sop KPI in Leica Great China3) Manage Customer Service team and Customer Touchpoints Officer in SH HK and TW4) Optimize repair policies, structure, and reliable repair of defective product, continuously improve systems5) Create and maintain budget, roles, goals and KPI for the Service Department6) Handle complaints and provide solutions7) Manage spare parts inventory and inventory of repair units, spare units and testing units and equipment.8) Support Sales and Marketing teams to prepare for and run dealer and end user training and workshops9) Work with HQ to maintain product quality, provide management and operations reports for HQ10)Closely track customer metrics and report voice of customer statistics, analysis, recommendations and various reports as required by management. 11)Management hotline team (in bound and out bound) and analysis hotline database

 Repair Center Set up in China After sales service and customer repair management 1) Training for all after sales service technique skill, product information and basic repair technique.2) Quality Control and stock damaged goods management 3) After sale service / Repair administrative and lead a team of staff to handle day-to-day quality advice to BTQ team and QC problem with concerned parties. 4) After sales service / Repair statistics providing / analysis and planning 5) Quality issue monitoring and coordination with regional, boutiques, buying team, warehouse / logistics for follow-up 6) Regular reporting of CC and damaged report

1) Participate in the formulation of marketing strategy 2) Assist with Sales department and the dealer and retailer's management. 3) Develop & improve work processes and after service standards, do the management for all the customer officers. 4) Handle large cases for the customer complaints, such as 315 and media. 5) Responsible for the daily management, and formulate related work plans. 6) Establish for the customer information. (VIP customer information, Feedback reports, Quality tracking reports) 7) Responsible for the training of new store around the country, including DOS and POS with the product training, sales skills training, after service training, service etiquette training, and display training. 8) Assist with CEO to do the relate work