Ka Chun Mok

- Handle and resolve customers inquiries and complaints
- Handle escalation from team-members
- Monitor real-time traffic and allocate resources to meet KPIs
- Manage several teams which over 30 members
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Created customer support strategy to increase customer retention
- Build up reports for analysis and monitoring
- Set up FAQ for customer self help service
- Led process improvement and problem-solving efforts to create standard procedures
- Participate in system and software implementation like Salesforce
- Participate in Chatbot build-up
- Interview & recruit candidates

- Arranging courier for shipment pickup from clients
- Handle and resolve customers / clients' enquiries and worldwide order chasing

- Manage customers' enquiries about bill and technical issue about mobile network
- Handle and resolve customers inquiries and complaints that escalated from team-members
- Cross-sell mobile service