Job mission: Provide accurate and timely technical information, advice, and assistance regarding the products and services to maintain and improve the customer experience. Communicate with retail partners (via email, phone, or other available channels) to answer their enquiries, understand their technical question, assess their needs, and provide support in order to solve the claim. Apply established procedures or develop new solutions to solve technical problems through case management and follow-up on the status of outstanding cases. Track the volume, content and outcomes of enquiries received. Responsible for the After Sales/ Service image which includes but not limited to analysing and evaluating the service retail organization performance.