Experience

AirPlus International

• Germany
• Financial Services
• 700 & Above Employee

• • Jun 2012 - Present

  - Lead and manage Sales Support & Customer Service team to provide service for corporatecustomers via email and phone;- Work with sales team to analyze customers’ needs and work out customized product solutions;- Establish customer service process and service level agreement to ensure compliance and efficiency;- Act as escalation point, deal with complaints from key account customers and partners;- Visit customers regularly and collect feedback on products and service, report to product departmentand management team to drive product development and upgrade;- In charge of hiring and coaching new team members, setting annual business targets and KPIs;- Lead Office Management team. Show less

• • Apr 2010 - May 2012

  - New customer implementation and process management.- Work with sales team to approach prospects;- Develop implementation plan and ensure each item to be observed accordingly; - Coordinate the contract legal review and signing process;- Work with internal teams and external partners to finish all necessary set-ups;- Organize kick-off meeting and review meeting. - Establish an operational business relationship through direct contact with the customer.- Assist the customer on reconciliation and payment;- Handle customer complaints and provide solution according to the real requirements;- Maintain a stable and sustainable relationship with existing customers;- Collect market information and report to the management.- Regularly and punctually deliver all requested reports. Show less

• • Oct 2008 - Mar 2010

  - New customer implementation and process management for whole China market- Heavily involved in workflow and process definition, documents standardization, and interface set-up with HQ at local level;- Work with sales team to approach prospects;- Develop the implementation plan and ensure each item to be observed accordingly;- Coordinate the contract legal review and signing process;- Work with internal teams and external partners to finish all necessary set-ups;- Organize kick-off meeting and review meeting. - Regularly and punctually deliver all requested reports Show less