Overseas Service Desk
A single interface for overseas customer requests, case tracking, communication, escalation, China-team coordination and reporting.
Overseas Service Operations
Lunar Mare helps growing Chinese companies build and operate the service layer behind their international business.
We create one accountable operating interface across overseas customers, China-based teams and the partners supporting service delivery.
Two service lanes
- Product exporters — after-sales support, warranty, returns, repair, spare parts and local service partners.
- Service exporters — client onboarding, delivery governance, SLA, service reviews, escalation and renewal-risk visibility.
What we manage
- Overseas customer requests and communication
- Warranty, RMA and service-case coordination
- Client onboarding, SLA and delivery governance
- China-team, distributor, vendor and partner handoffs
- Escalation, service reviews and management reporting
How an engagement grows
Begin with an Overseas Service Desk or Market Service Launch Pack. Add Warranty & RMA Operations, International Client Operations or partner support where needed. As markets and relationships multiply, consolidate governance through an Overseas Service Control Tower.
Delivery model
We use the client’s existing teams and providers first. Additional partners are sourced only for a confirmed requirement. During the initial stage, clients normally contract and pay third-party providers directly while Lunar Mare manages workflows, communication, escalation, governance and reporting.
Our boundary: Lunar Mare focuses on service operations around the customer relationship—not overseas marketing, sales representation, company incorporation, accounting or general logistics. Technical field work and regulated activities are performed by the client’s existing providers or appropriately qualified specialists.
A Service Path That Grows with Your International Business
Start with a service desk, market launch, warranty operation or client-operations need. Add partner governance and a multi-market control tower as complexity grows.
Market Service Launch Pack
Establish the customer-service model, workflows, SLA, review rhythm and partner arrangements needed for a new overseas market.
Warranty & RMA Operations
Coordinate warranty cases, returns, repair, replacement, spare parts, logistics handoffs and customer updates for product exporters.
International Client Operations
Manage overseas client onboarding, delivery governance, SLA, service reviews, escalation and renewal-risk visibility for service exporters.
Local Service Partner Sourcing & Qualification
Identify and assess the repair, installation, logistics, implementation or specialist capability required by a real customer or project.
Service Partner Assurance
Assess and govern existing providers across capability, response, reporting, escalation, training and performance using practical reviews and scorecards.
Overseas Service Control Tower
An ongoing management layer across international customers, China teams and service partners, with clear escalation, reviews and management visibility.