Siu Hong, Eric Kwok

I have joined csl as a Team Manager and took up different task step by step throughout this pass 4 years. I was appointed as Team Manager of Call Center Inbound (mobile retention) since 2017 till now.

As the Team Manager of the mobile retention Call Center in csl., I am supervising 6 Unit Team Leader to manage the sales operation of over 60 frontlines. We provide our service in a totally solution manner by our consultative selling approach to our customers to satisfy their needs in Telecommunications. I was there to conduct and implement the business strategies, operation improvement and facilitate marketing programs effectively with sound track record.

Procurement (Order goods and arrange delivery route)

- Launch activities to obtain market data - Promotion arrangement (Outdoor Ads)

• Provided excellent customer service by efficiently resolving issues and responding to inquiries in group medical area.
• Guided team members with clear directions, timelines, and feedback.
• Listened to customers' questions and concerns to provide answers or responses.

Create programs for staff to accommodate the new surrounding ( sharing section about Hong Kong culture)

Daily tasks management (Prepare report, order list, manage logistic, arrange roster, etc)

Involve in Customer Relationship Management (CRM) system development

Analysis call data and create strategies to enhance sales performance

Job posting, recruitment and candidate interview

Prepare comprehensive training and materials

Cooperate with internal and external corporate partners to assist call list performance (e.g.HSBC, HSB, HKT)

Manage outbound & inbound program in dynamic environment.

Handle sales related enquiry - Documentary handling

Handle clients with professional call manner and rich product knowledge (e.g. CSL, CitiBank, Smartone, 3HK)

Assist team to achieved outbound sales target - Monitor call quality