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
IT Hardware
Analytical problem solver
Staff Management
Customer Complaint Resolution
Operating Procedures and Policies
Resolution-oriented
Problem-solving abilities
Team Oversight
Training development
Contract Management
Multitasking
Problem Solving
Computer Literacy
Time Management
People Management
Leadership
Management Skills
Team Recruiting and Onboarding
Timeline
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