Leo Cai Email & Phone Number

Shanghai,China

1.) Responsible for managing daily operations of Customer Service Dept. 2.) Responsible for implementation and execution of Customer service Dept policies and procedures.Ensure adjustments and updates according to company’s medium to long term business strategy and goals. 3.) Responsible for training and review on team members of the Customer services Dept.Ensuring high level of customer services and clients satisfactions. 4.) Process escalated client cases, including direct communications and services for important clients. 5.) Complete analysis on customer service cases, generate performance reports and complete evaluation matrixes. 6.) Manage and develop client training program, including continuation of updates and maintenance of current knowledgebase.

Shanghai City, China

1.) Mainly be responsible for the operation of customer service center, develop the standard, integrity and compliance of customer service department to insure the process to go smoothly.2.)To Collect customer service data and analyze account feedback 3.Settle down the emergency of customer care centre, maintain, pay a return visit to the core customer4.)Staff training & development, coordinate the business work across departmentsCS Department Daily OperationPre-sale stage:• Responding inquiries in terms of inbound calls, live chat and emails, filtering qualified leads, and feedbacking to Sales team by inputting leads info into CRM• For premium demo account request, CS department is responsible of creating demo account info and feedback to the clients. Sales stage:• Assisting Sales team by coordinating US back-office on application form issue to ensure the efficiency and accuracy of live account opening process. Post-sale stage:• Answering clients’ questions regarding trading or policy.• Assist to fill in different types of application form and upload to CRM for headquarter’s approval, meanwhile coordinating with Sales team for reporting the process of application and the feedback from the HQ.• Trading issue: Assist to look into trading-related issues reported in CRM, providing original data to trading-desk for further action. • Complaints: Identifying the complaint type and feedback to corresponding department or person-in-charge. Department Management Work• Evaluating team’s performance and service quality by selecting phone recording, and QQ on-line chat records on daily basis. • Evaluating team’s performance by exporting report from CRM in terms of case responding time, accuracy, result, clients’ satisfaction on weekly basis, and adjust procedures accordingly to optimize team resource and improve the efficiency. Projects in charge• Assisting to customize the CRM (Salesforce) system by identifying CS procedures and job classification.

Shanghai City, China

• According to Integral Corporation’s trading strategy, to accurately complete Account management dealer task• To collect and summarize the system data every day, classify the information and deliver them to the target client • To be responsible for the daily closing settlement, maintenance transaction record management and draft the investment report• As a professional consultant, to communicate with client actively and learn about their personalized needs and to offer the entire finance advisory service and solve the potential problem

Shanghai,China

Instruments and Meters & Industrial Automation | WFOE | Company Size:1000-9999 | 4001-6000RMB/Month1. Hardware Support: Supported and assisted the customers’ concerns of product using by phone or on site 2. PLC and OMRON industrial products repair; Efficiently analysed the product failures during the process of production and using and then worked out the solution to the failures.3. ISO9000 & 14000 and 5S management: responsible for the modification and edition of ISO9000&14000 for the department; Supported the company ISO internal audit work; Implemented the 5S planning and assisted the manager with the formulation of 5S target.4. RoHS switch: implemented the RoHS switch in the department according to the 14000 standards; conducted RoHS switch in good parts and tools.5. Accomplished the statistics of the department's day-to-day work, training new employees ...