Chan Tsang Wing Clement

Key responsibilities:

• Lead teams to deliver high-quality customer service across department store & shopping mall.
• Manage daily operations of concierge, call centre, click & collect counter, VIP Lounge.
• Handle customer feedback/complaints and follow up for service enhancement.

Achievements:

• Established new Customer Service Team for SOGO Kai Tak (Q3 2024).
• Standardised complaint handling procedures, improving tracking and service quality.
• Developed IVR system (Q3 2024) and set up whole service operation procedure.
• Developing Omnichannel & AI function for Customer Service (Q1 2026).

Key responsibilities:

• Sales Team: Lead telesales to promote electronic products; acquire new customers via cold/warm calls; monitor sales performance; handle corporate sales and after-sales reports.
• Customer Service Hotline: Handle complaint escalation, identify frauds/high-risk cases, raise alerts for recurring issues.
• Business Administration: Identify system improvements, support UX/UI projects, liaise with vendors/logistics, manage e-commerce platform.

Achievements:

• Aligned operation standards and arranged workshops; sales performance uplifted 50% in 2021 Q3 & Q4.
• Carried out new payment tender for Sales Hotline.
• Assisted in developing 3PL service (launched Q3 2022).
• Developed IVR system (Q3 2023).
• Established outsourced customer service centre (Q4 2021) maintaining SLA >85%, reaching 90% in 2023.

Key responsibilities:

• Customer Service Hotline: Manage team handling phone/email/social media enquiries; resolve product/service problems; coordinate with internal & external partners.
• Operations Support: Ensure daily store duties (reporting, operations excellence, inventory control) comply with standards; prepare analytical reports; execute corporate sales promotions.
• Cashiering Team: Supervise daily cashier operations, reconcile cash registers, maintain disciplinary standards, provide training on cash handling & store operations.

Achievements:

• Digitised Customer Service developed CRM and IVR system (2021).
• Set up Gift Consultation Counter at Telford Plaza and Pacific Place (Dec 2020).
• Assisted in developing eStore (launch Q3 2021).
• Simplified cashiering daily workflow.
• Developed new retail models and executed corporate staff sales (e-catalog) for corporate clients.

Key responsibilities:

• Sales Operations Support: Oversee daily operations, review procedures, control operational costs, balance P&L, monitor 250+ stores' sales performance, handle corporate sales.
• Customer Service Hotline: Manage HK & China support teams (including eStore); enhance customer satisfaction; review feedback to improve SOPs.
• In-Store Training: Design digital training programs (e-learning, video) for product knowledge & systems; store visits and coaching.

Achievements:

• Nominated for Management Development Program (2015).
• Aligned service standards & arranged workshops; store complaint rate dropped 45% (2015) and further 25% (2016).
• Support company to win HKMA Service Award (2016).
• Digitised Customer Service & Store Operations developed Live Chat, IVR (2020), WeChat & WhatsApp chats.
• Cost control projects: reduced duplicate telephone lines (35% saving), replaced fax lines by scanners (70% saving), in-house printing (80% saving).

Key responsibilities:

• Oversee 290+ retail shops' service performance.
• Create, plan, execute training programs for retail operations.
• Monitor HK & China support teams; handle enquiries/complaints from hotline, media, Consumer Council, etc.
• Prepare monthly service quality reports.

Achievements:

• Handled "Oil Fish crisis" complaints (April 2007) with Legal, PR, Insurance departments.
• Launched service campaigns (Store Manager Customer Service Forum, 5 Senses Service Campaign).
• Helped company win HKRMA Service & Courtesy Award (2011).
• Set up call centre for China MoneyBack in Guangzhou (2010).