C.K Lau Choong Kit
Manager
Malaysia ,Selangor
Summary
With over 7 years of experience in customer service, operations, and technical management, currently serve as the Manager of eCommerce Post Sales at Lenovo Project. In this role, I spearhead post-sales support operations across the Asia-Pacific region, overseeing call/chat and email interactions and ensuring adherence to KPIs in 7 countries' markets. Driven by a passion for leadership development and team empowerment, I am dedicated to nurturing talent within my team for future leadership roles. I thrive on challenges, viewing them as opportunities for growth and success.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
CAP Post Sales Manager
Scicom (MSC) Berhad
04.2022 - Current
- Manage operations across the Asia Pacific region, covering Malaysia, Singapore, Philippines, Hong Kong, Taiwan, Thailand, and South Korea
- The central aim is to elevate customer satisfaction by refining internal procedures and implementing effective solutions
- Working closely with stakeholders to ensure the standards meet or exceed KPIs, on call/chat/email service level at 95% above
- Oversee project budgeting, encompassing software licenses, hardware, and team costs
- Take charge of training successors to ensure a seamless transition in leadership roles.
Assistance Manager
Scicom (MSC) Berhad - Shopee Project
05.2020 - 03.2022
- Managing Shopee Email Team
- Ensure agents quality emails to meet operation KPI
- Ensure email team attendance meet the daily requirement
- Ensure the latest product information is distributed to the agents
- Provide reminders to refresh agents knowledge, latest product information, and hot topics
- Ensure daily KPI meets (Service level, Dsat , productivity)
- Ensure agent quality meet operation requirement
- Preparing slides to present to client on daily KPI and provide justification if fail KPI found
- Conduct training for new agents recruitment, product knowledge, troubleshooting skills, and email writing skills
- Ensure training material is up to date
- Preparing month agent schedules based on forecast and manning requirements.
Specialist in Quality Assurance & Trainer Asus Singapore
Scicom (MSC) Berhad
07.2018 - 04.2020
- Supporting Asus Singapore
- Ensure agents quality for calls, chats, and emails to met operation KPI
- Provide 1 to 1 coaching to ensure agents understand the mistake and provide solutions to assist the customer
- Ensure the latest product information distribute to the agents
- Provide reminder to refresh agents knowledge, latest product information, and troubleshooting
- Daily calls, chats, and emails monitoring to ensure agents met operation requirement
- Weakly quality tracker to ensure agents are improving
- Prepare quality section monthly review with Asus SG clients
- Conduct training for new agent recruitment, product knowledge, troubleshooting skills, and soft skills
- Ensure training material is up to date
- Backup assistant manager to take care of the operation
- Backup assistant manager to create operation reports.
Senior Customer Service Executive Asus Singapore
Scicom (MSC) Berhad
05.2017 - 06.2018
- Supporting Asus Singapore
- Providing technical support on all asus product
- Providing router setup & router troubleshooting guidance thru phone
- Providing network printer pairing solution on asus router
- Providing notebook troubleshooting before advising customer proceed down to Service Center
- Providing On-Site-Service arrangement for desktop & All-In-One device
- Providing motherboard installation support & technical assistance thru phone
- Providing Asus computer specification for customer needs
- Assisting technical support callback
- Flexibility in approaching different kind of customer thru phone
- Managing superior call back to assist customer needs
- Back up quality assurance assistance to provide call finding and call marking from agents to clients
- Back up team leader assistance to manage team
- Back up chat and email team support.
Senior Technical Support
Aegis BPO Malaysia Sdn Bhd
03.2016 - 04.2017
- Supporting Asus Singapore
- Providing technical support on all asus product
- Providing router setup & router troubleshooting guidance thru phone
- Providing network printer pairing solution on asus router
- Providing notebook troubleshooting before advising customer proceed down to Service Center
- Providing On-Site-Service arrangement for desktop & All-In-One device
- Providing motherboard installation support & technical assistance thru phone
- Providing Asus computer specification for customer needs
- Assisting technical support callback
- Flexibility in approaching different kind of customer thru phone.
Mortgage Specialist
Ideal Mortgage Specialist Sdn Bhd
04.2014 - 05.2016
- To promote company's mortgage service to property agents/ real-estate agents
- Servicing existing property agents/ real-estate agents
- Out sourcing for new property agents/ real-estate agents
- Cold calling for new property agents/ real-estate agents.
Marketing executive
Gerakbudaya Enterprise Sdn Bhd
02.2013 - 03.2014
- To promote company's publication books and reading materials to bookshop(Mph, Popular, Borders, Kinokuniya and times) and individual bookstore
- Servicing existing customers and order taking
- Out sourcing for new and potential customers
- Roadshow event (klibf 'Kuala Lumpur International Bookfair' and forum & talk event).
Operation Executive
Golden Welcome Sdn Bhd
01.2012 - 01.2013
- Reporting directly to the Executive Director
- To manage the whole operation of an Aquarium - Ticketing Sales Division, Customer Service and Information Division, Souvenir Sales Division, Maintenance Division, Housekeeping Division
- Liaison works - as a bridge between the Tour guides or Travel agencies, mediator between our company and the building management of the premise, handling all correspondences
- Monitoring the work performed on all staffs
- Daily Sales Closing crosscheck
- Overseeing the IT and Computer systems
- P/s I am the pioneer employee of this company
- I was involved in the setting up of this establishment from the very beginning.
Retail Sales Supervisor
Seng Wing Trading
01.2011 - 12.2011
- Counter sales (Retail)
- Telemarketing
- Postal Order Handling
- Cold Calling (Field)
- Conduct Sales Training / Briefing to new staffs
- Lead a team of Sales personnel (3)
- Updating on Sales Report and handle Paperwork’s.
Sales & Marketing
Cemerlang Publications Sdn Bhd
01.2010 - 12.2010
- To promote company's publication books and reading materials to Teachers or Head of School (Primary and Secondary Schools)
- Servicing existing customers and order taking
- Out sourcing for new and potential customers
- Update Sales report.
Education
Diploma of Computer Science/Information Technology -
APU
Malaysia 01.2009 - 01.2011
Skills
Team Recruiting and Onboarding
undefinedTimeline
CAP Post Sales Manager
Scicom (MSC) Berhad
04.2022 - Current
Assistance Manager
Scicom (MSC) Berhad - Shopee Project
05.2020 - 03.2022
Specialist in Quality Assurance & Trainer Asus Singapore
Scicom (MSC) Berhad
07.2018 - 04.2020
Senior Customer Service Executive Asus Singapore
Scicom (MSC) Berhad
05.2017 - 06.2018
Senior Technical Support
Aegis BPO Malaysia Sdn Bhd
03.2016 - 04.2017
Mortgage Specialist
Ideal Mortgage Specialist Sdn Bhd
04.2014 - 05.2016
Marketing executive
Gerakbudaya Enterprise Sdn Bhd
02.2013 - 03.2014
Operation Executive
Golden Welcome Sdn Bhd
01.2012 - 01.2013
Retail Sales Supervisor
Seng Wing Trading
01.2011 - 12.2011
Sales & Marketing
Cemerlang Publications Sdn Bhd
01.2010 - 12.2010
Diploma of Computer Science/Information Technology -
APU
01.2009 - 01.2011
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