Experience

Hong kong Cable Television Limited

• Executive Offices
• 1 - 100 Employee

• Assistant Customer Service Manager (Project)

  • Jun 2012 - Present

  - Coordinate with IT department, internal users and vendors for project delivery- Monitor the call center IVRS system and supervise the network enhancement project- Design and enhance IVRS call flow for service efficiency improvement- Responsible to the Customer Online Center, design and enhance the flow and content, for better customer experience and efficiency improvement- Responsible to CRM system enhancement, for internal service efficiency improvement- Prepare training material and user manual to train the team on job knowledge and customer service skill- Deliver Internal Audit to ensure the team maintain in standard quality

• Assistant Customer Service Manager

  • Dec 2009 - Jun 2012

  - Call Center setup, recruitment, training and coaching- Achieve Company's target of migration.- Lead the team of Customer Service to providing quality customer services- Achieve standard service pledged to customer.- Review daily performance and deliver coach to the team to meet the performance.- Prepare training material to train the team on job knowledge and customer service skill- Prepare Standard Operation Procedure (SOP) to standardize and enhance operation process- Deliver Internal Audit to ensure the team maintain in standard quality- Assist in projects on customer service and system

• Assistant Customer Service Manager

  • Dec 2006 - Dec 2009

  - Lead the team of Customer Service to providing quality customer services- Achieve standard service pledged to customer.- Review daily performance and deliver coach to the team to meet the performance.- Prepare training material to train the team on job knowledge and customer service skill- Prepare Standard Operation Procedure (SOP) to standardize and enhance operation process- Deliver Internal Audit to ensure the team maintain in standard quality- Assist in projects on customer service and system

• Customer Service Supervisor

  • Apr 2004 - Dec 2007

  - Coach and develop staff to ensure performance and achievement, to meet the individual and departmental target.- Communicate with internal department for case investigation and workflow enhancement.- Produce management & analysis report to review and report.

• Customer Service Representative

  • Oct 2000 - Apr 2004

  - Handle Hotline Service inquiry- Handle e-mail inquiry- Complaint Handling