Chan Tsang Wing Clement
Hong Kong
Summary
20+ years Customer Services with 10 years Sales Operations experience Result orientated and self-motivated Able to handle multiple tasks effectively With solid service background and supervisory management skills Strong problem solver with exceptional organizational and interpersonal skills. Training experience
Developed key skills in customer service management within dynamic and fast-paced environment. Excel in conflict resolution, team leadership, and customer relationship management, ensuring high levels of client satisfaction. Looking to transition into new field by leveraging these transferrable skills to make significant impact.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Senior Customer Services Manager (Division Manager)
SOGO (Hong Kong) Company Limited
01.2024 - Current
- Responsible for leading the team in providing high quality of customer service to internal and external customers of the Department Stores and Shopping Mall
- Manager day-to-day operations of sales floor concierges, call center, click & collect counter and VIP Lounge
- Deliver high quality, friendly, welcoming, assertive and hospitable services and handle customers’ feedback and complaints in professional manner and proactively follow up with related parties for services enhancement
- Responsible for the daily operations of the Department Store and Shopping Mall to ensure the comfort, safety, and satisfaction of our customers
- Taking ownership of store issues and following problems through to resolution
- Develop service procedures, policies and standard
- Ensuring customers’ satisfaction and making suggestions for customer services enhancement
- Build and continuously strengthen good relationships with all stakeholders and tenants
- Adhere to and manage the department budget
- Perform any other duties as assigned by Management
- Ensure to provide excellent customer service experience at Click & Collect counter
- Generate sales lead, building sustainable customer relationships
- Formulate customer service policies, procedures, and standards, and monitor the compliance
- Coach and train to CS team to enhance skill set e.g
- Communication skill, inventory control, and product knowledge etc
- Set the tone for customer-focused and thoughtful mindset
- Take ownership of customers issues, lead CS team to follow problems through to resolution
- Keep monitor of industry’s developments and apply best practices to areas of improvement
- Manage customer service team to provide excellent customer service and support
- Monitor subordinate to answer incoming questions via phone calls, email and social media
- Resolves product/ service problems by clarifying the key issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Build and maintain strong relationships with the top tier VIP members, providing personalized attention, exceptional service, and addressing their needs and preferences
- Act as the point of contact for VIP members and ensure their satisfaction and loyalty
- Identify opportunities to drive business growth and expand the client base
- Proactively seek new VIP clients and foster relationships with potential high-value customers
- Collaborate with sales and marketing teams to develop strategies to attract and retain VIP clients
- Maintain a comprehensive database of VIP clients, including their preferences, purchase history, and contact information
- Utilize customer relationship management (CRM) tools to track interactions, manage follow-ups, and personalize the customer experience
- Handle customer inquiries, complaints, and issues in a professional and timely manner
- Standardized and streamlined the procedures for managing customer inquiries and complaints, leading to improved tracking and reporting
- Unified processes facilitated better identification of issues, enhancing overall service quality
- Implemented diverse data collection methods (call center data, web analytics, voice of the customer) to monitor customer service metrics
- Develop IVRS system in Q3 2023 to uplift customer experience, record tracking incoming call data, assist company to setup the whole service operation procedure
Senior Customer Experience Specialist
CLPe Solution Limited
05.2021 - Current
- Lead the telesales team to promote products and services, to achieve sales targets and business KPIs and provide excellent services to customer
- Plan and lead the team to acquire new customers and expand customer base through cold call and warm call activities
- Monitor sales performance and provide effective coaching to staff
- Proactively looking for better solutions for sales strategies and client service management
- Responsible the corporate sales activities, planning and follow-up after sales report
- Monitor day-end report, supplier outstanding payment report and daily sales reconciliation to ensure all processing and clearing activities are done timely and accurately
- Handle customer complaints and business enquiry escalation
- Identify potential threats, frauds and high impact/ high risk cases that require immediate rectification/ improvement and ensure that they are timely escalated to the relevant parties for actions and/ or follow-up actions
- Identify system improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate
- Support and execute UX/UI related development projects in order to uplift customer experience
- Liaise and coordinate with system vendors, suppliers, agencies, logistics and related departments on day to day business operation
- Work with relevant departments to ensure all information on the platform are up-to-date and accurate, include but not limited to product information, price, promotion details, fulfilment management etc
- Track the ecommerce performance and implement strategies to push sales and maximize company’s profit with marketing plan
- Align all operation standard and arrange workshops to uplift Sales Hotline performance
- As a result, the sales performances uplift 50% in 2021 Q3 & Q4
- Carried out new payment tender for Sales Hotline
- Develop IVRS system in 2023 to uplift customer experience, align 2 hotlines number (sales hotline and customer service hotline) in one, record tracking incoming call data
- In order to provide better service to customers, an outsources customer service center has been established in 2021 Q4 and maintain the SLA above 85% and reach 90% in year 2023
- Assist company to develop 3PL service and launched in Q3 2022
Department Manager – Customer Service and Operation Support
MUJI (Hong Kong) Limited
07.2020 - 05.2021
- Manage customer service team to provide excellent customer service and support
- Monitor subordinate to answer incoming questions via phone calls, email and social media
- Resolves product/ service problems by clarifying the key issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Coordinate with internal departments and outsourcing partners to prepare for necessary resources to support the customers
- Help identify and implement cross-departmental changes to ensure the highest satisfaction for customers and clients
- Provide assistance in general administrative activities and ad-hoc duties, including corporate sales and operations events
- Responsible for monitoring the Operation Support Team to ensure the daily store duties of chain stores including reporting, operations excellence, inventory control, and general administration are in comply with the Company standard and delivered on schedule
- Close collaboration with Operations team and Cashiering team and monitor daily store workflow to ensure smooth and efficient operations
- Act as a key communication channel with various internal departments
- Review and update the store administration policies and manuals regularly
- Prepare analytical and statistical reports for management review
- Formulate and execute corporate sales promotion and channel strategy to drive business
- Plan and implement promotion plan and manage budget and schedule for channel promotion
- Assist in other ad-hoc projects as assigned
- Carried out digitalization for Customer Service team
- Develop CRM system and IVR system in 2021
- Hold the project to assist MUJI HK set up a Gift Consultation Counter at Telford Plaza and Pacific Place store in Dec 2020
- Assist company to develop eStore and will be launched in Q3 2021
- Hold the project to simplify the cashiering daily workflow
- Execute corporate staff sales (catalog sales by e-channel), such as, Hang Seng Bank, Citibank, Standard Charter Bank, JLL and Link REIT
Customer Service & Sales Operations Support Manager
A. S. Watson (Watsons The Chemist)
08.2014 - 07.2020
- Oversee the daily operations and review operational procedures to maintain operational efficiency and effectiveness
- Provide report on sales situation and analysis
- Improve the operations excellence of the whole distribution channel (both Online and Offline) from product knowledge and service standard of sales staff
- Control all operational costs to maximize profits, P&L and closely monitor 250+ stores sales performance to meet the company targets
- Responsible for liaising with buying team to coordinating corporate sales activities, planning and follow-up after sales report
- Closely work with other departments, such as, Trading, Marketing, Store Development, Supply Chain and MIS) to ensure the operations perform efficiency
- Act as Mr OSH (Occupational Safety & Health) to ensure all health and safety procedures are adhered to and adopt a proactive approach to ensure a safe environment
- Manage daily operations of Customer Service Hotline (both Hong Kong and China Team) including eStore
- Lead the team to professionally response customers’ enquiries, provide quality customer services and solutions with high service standard, and enhance customers’ satisfaction
- Ensure operation procedures are in compliance with the company and regulatory requirements
- Review day-to-day customer feedback to enhance Customer Service and Store Operations SOP to avoid the similar incident from happening in future
- Design and develop a comprehensive digital training program (including, e-learning platform and video) to ensure all products knowledge and the use of new system can be well distributed to frontline staff
- Store visit and provide coaching to make sure all frontline staff meet our service and operations standard
- Handle demanding customers and coordinate with Legal Department, Loss Adjustor, Insurance Company and PR Department to ensure all the cases and claims were settled efficiency
- Align all regions service standard and worked with Learning & Development Department to arrange Customer Service Workshop to uplift store service performance
- As a result, the store complaint rate dropped 45% in 2015 and further 25% in 2016
- Had been nominated to attend the Management Development Program in 2015
- Assisted company to win the HKMA Service Award in 2016
- Carried out digitalization for both Customer Service and Store Operations Team
- Develop Live Chat, Chat-bot and IVR system in 2020
- Retail store telephone fix line replaced by mobile phone in order to provide more communication channels between customer and store staff, like WeChat and WhatsApp
- Hold an operation cost control project
- Reviewed 200+ retails store telephone line to reduce duplicate or useless lines which save 35% costs
- Terminated all stores fax line replaced by scanner to save 70% costs
- Reduced some of the operations POP from printing vendor to in-house printing to save 80% printing costs
Customer Service Manager
A. S. Watson (PARKnSHOP)
04.2007 - 08.2014
- Oversee day-to-day operations and monitor overall service performance of over 290+ retail shops
- To create, plan, execute and evaluate different training programs for retail shop operations
- Co-operate with Operation Managers and Store Managers to facilitate various training programs and ensure training quality and standard
- Monitor both Hong Kong and China Team to provide customer service in professional manner
- Handle customers’ enquiries (both verbal and correspondence) and complaints through customer hotline, media, Consumer Council, District Councilor and etc
- Prepare monthly reports to manage service quality and monitor the performance of store staffs and managers
- Handle ad-hoc project, such as, system enhancement
- In addition, my post has involved developing and implementing market research projects to gain customer insight and manage agencies to ensure projects done are answerable to business objectives
- Handling demanding customers during the extraordinary period of Oil Fish crisis in April 07
- Coordinate with Legal Department, Loss Adjustor, Insurance Company and PR Department to ensure the handling customer complaints and claims smooth and effective
- Launch different service campaign to improve the Service level of store performance, such as: Store Manager Customer Service Forum, 5 Senses Service Campaign to all PARKnSHOP stores
- Liaise with Leaning & Development Department and select the contestant to join the Hong Kong Retail Management Association
- Help to setup call center and IVRS for China MoneyBack in Guangzhou in 2010
Customer Service Assistant Manager
Citigroup
09.2006 - 12.2006
- Perform proactive servicing for a designated portfolio of priority local and cross-border client relationships across product base (custody, cash management, foreign exchange, etc)
- Handle client enquiries and special requests by interacting extensively clients and operations departments
- Provide pre- and after- sales support for electronic banking services including conducting demos, implementation, user training and on-going problem solving
- Work closely with Relationship Managers to develop, implement and execute comprehensive account plans and call programs
- Perform periodic service reviews jointly with Relationship Managers and Customer Service Head
- Provide feedback on client needs and liaise with operations and product development to implement changes in support of client requirements
Customer Relationship Supervisor
South China Morning Post Publishers Ltd
08.2004 - 09.2006
- Required to strengthen the relationship with the customers by offering retention program to maintain/ boost up the customer base
- Need to assist the sales and marketing team to achieve outstanding sales performance by providing excellent customer service to newspaper subscribers in circulation division
- Need to manage the subscription activities, handle customers’ enquiries and complaints, handle correspondence (both enquiries and complaints), conduct telemarketing sales for newspaper subscription, prepare and analyze the marketing program, manage service recovery and monitor the performance of delivery agents
- I am a trainer to provide training course to the new employees and provide supervisory to the team
Citiphone Officer
Citibank (HK) Ltd
05.2000 - 08.2004
- Handle enquiries/ complaints and based on experience to make decision on instant upgrade credit limit and empower to reverse charges for customers
- Cross-selling bank product to customers to maximize the sales and profits of the bank
- Work as a trainer to provide training course and monitor the performance of the new employees
- Assist the management team in resource and service level planning
Education
Master of Marketing - Marketing Communication
University of Canberra
01.2006 - 01.2008
Bachelor of Arts - Chi/Eng Translation, Sociology and Linguistic
University of New South Wales
01.1997 - 01.1999
High School Certificate - undefined
Hunters Hills High School
01.1995 - 01.1996
Skills
Design research technique
Personal Information
Gender: Male
Current Annual Salary
850000
Timeline
Senior Customer Services Manager (Division Manager)
SOGO (Hong Kong) Company Limited
01.2024 - Current
Senior Customer Experience Specialist
CLPe Solution Limited
05.2021 - Current
Department Manager – Customer Service and Operation Support
MUJI (Hong Kong) Limited
07.2020 - 05.2021
Customer Service & Sales Operations Support Manager
A. S. Watson (Watsons The Chemist)
08.2014 - 07.2020
Customer Service Manager
A. S. Watson (PARKnSHOP)
04.2007 - 08.2014
Customer Service Assistant Manager
Citigroup
09.2006 - 12.2006
Master of Marketing - Marketing Communication
University of Canberra
01.2006 - 01.2008
Customer Relationship Supervisor
South China Morning Post Publishers Ltd
08.2004 - 09.2006
Citiphone Officer
Citibank (HK) Ltd
05.2000 - 08.2004
Bachelor of Arts - Chi/Eng Translation, Sociology and Linguistic
University of New South Wales
01.1997 - 01.1999
High School Certificate - undefined
Hunters Hills High School
01.1995 - 01.1996
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