Liu Pik Shan
Hong Kong
Summary
Dedicated Customer Service Officer skilled in managing diverse customer inquiries and feedback across multiple channels. Resolves escalated complaints with professionalism, maintaining high satisfaction rates. Monitors feedback trends to report actionable insights, supporting continuous service enhancement.
Overview
3
3
Languages
16
16
years of professional experience
Work History
Customer Service Officer
JRG (Hong Kong) Holdings Limited (KFC)
02.2026 - Current
- Handled customer enquiries, feedback, and complaints through phone, email, and chat.
- Investigated customer concerns and issued timely, professional solutions across cases.
- Liaised with restaurant operations teams to follow up on service issues.
- Resolved escalated customer complaints while maintaining high customer satisfaction.
- Communicated company policies, promotions, and service information in clear terms.
- Monitored customer feedback trends and reported improvement insights to management.
- Delivered customer service in a fast-paced environment while meeting KPIs.
Customer Service Officer
Samsung Electrics
02.2025 - 11.2025
- Led the end-to-end investigation and resolution of high-priority customer complaints, ensuring fair outcomes and compliance with company service standards.
- Partnered with contact centres, restaurant operations, and internal departments to resolve escalated cases efficiently while maintaining strong stakeholder relationships.
- Delivered tailored service recovery solutions that improved customer retention, increased customer satisfaction, and reinforced brand reputation.
Client Service Supervisor
Spacebox Limited
11.2022 - 01.2025
- Handled customer service and contract renewals within customer service department.
- Managed retention client renewals, keeping renewal rate at 93% or higher.
- Led a team to deliver 98% customer satisfaction consistently.
- Implemented retention strategies that increased client retention by 30%.
- Trained and mentored staff to improve performance and morale.
- Collaborated with sales to align client needs with product offerings.
- Managed high-profile accounts to drive revenue growth by 20%.
Assistant Customer Service Manager
Patisserie La Lune Trading Limited
11.2020 - 11.2022
- Led Customer Service Team: Managed inquiries and feedback via phone, live chats, and email with professional, timely responses; delivered constructive feedback to stakeholders to enhance customer experience; prepared roster schedules to ensure operational efficiency.
- Directed Corporate Sales Channel: Achieved high-growth sales, increasing revenue by up to 130% vs. prior MAF and 200% during Chinese New Year; formulated strategies to meet annual sales plan and hit volume, revenue, and profit targets.
- Managed Customer Service Department: Oversaw daily operations, trained new hires, handled all service matters; managed online shop daily operations and shipment logistics.
Customer Service Officer
Ztore Hong Kong Limited
08.2018 - 11.2020
- Handle telephone, email, and other means of inquiries and professionally resolve customers' complaints.
- Provide proactive follow-up and premium service to customers. Effectively identify customers' needs and provide fast responses.
- Follow up on customers' complaints promptly to ensure customer satisfaction. Handle customer complaints/feedback and review internal workflows/procedures to identify service gaps.
- Arrange the operation and communicate with the logistics team (arrange the Driver's roster shipping route).
- Handling wholesale orders.
Sales Administrator
Dragon Billion International Limited
12.2015 - 08.2018
- Boosted Company Sales Revenue by 300% as Sales Clerk through targeted client outreach, upselling strategies, and efficient order processing.
- Streamlined sales processes, boosting efficiency by 30%.
- Managed CRM systems, enhancing lead tracking and conversion rates. Developed sales reports, providing insights that drove strategic decisions.
Contract Clerk
Joyway Management Limited
12.2010 - 12.2015
- Performed general clerical duties, including data entry, filing, photocopying, and document preparation to support daily office operations.
- Handled telephone calls, screened inquiries, took messages, and redirected calls professionally.
- Maintained and updated office records, databases, and inventory lists with high accuracy.
Education
Higher Diploma - Health & Beauty Therapy
Hong Kong Institute of Vocational Education
Chai Wan12.2008
Form 1 - Form 5 -
CCC Mong Man Wai College
Skills
- Microsoft Word
- Excel
- Power Point
Languages
Cantonese
English
Putonghua
Personal Information
- Expected Salary: Negotiable
- Notice Period: 1 Month
References
Reference available upon request
Timeline
Customer Service Officer
JRG (Hong Kong) Holdings Limited (KFC)
02.2026 - Current
Customer Service Officer
Samsung Electrics
02.2025 - 11.2025
Client Service Supervisor
Spacebox Limited
11.2022 - 01.2025
Assistant Customer Service Manager
Patisserie La Lune Trading Limited
11.2020 - 11.2022
Customer Service Officer
Ztore Hong Kong Limited
08.2018 - 11.2020
Sales Administrator
Dragon Billion International Limited
12.2015 - 08.2018
Contract Clerk
Joyway Management Limited
12.2010 - 12.2015
Higher Diploma - Health & Beauty Therapy
Hong Kong Institute of Vocational Education
Form 1 - Form 5 -
CCC Mong Man Wai College