TSZ CHUNG CHAN
Solihull,West Midlands
Summary
- Government Customer Service Officer bringing extensive call centre experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem-solving.
- Friendly and open communicator with well-developed interpersonal and active listening skills. Focuses on providing timely and useful responses to customer queries.
- Confident and knowledgeable HSBC Customer Care Officer committed to providing excellent customer service that improves customer retention. Experienced in designing loyalty programmes to develop fruitful and insightful customer relationships. Proactively researches the latest industry trends to update sales strategies. Highly skilled at fostering relationships with customers to increase loyalty and retention while improving satisfaction levels.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work history
Customer Care Officer 2 (Primier Relationship)
HSBC Hong Kong
2021.08 - 2022.04
- Worked in a contact centre environment and handled multiple customer calls from Premier and Jade customers
- Provided high-quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible
- Listened to customers and established their needs in order to offer relevant products (such as credit cards and loans), services and solutions
- Took ownership to complete necessary research and customer follow-up or alternatively directed the customer to the appropriate department for resolution
- Took responsibility for achieving individual performance expectations and development whilst maintaining appropriate operational risk control and compliance in all activities
Customer Service Officer (Call centre)
Efficiency Office of the Hong Kong SAR Government
2019.10 - 2021.02
- Answered enquiry calls from the general
public about the Labour Department,
explained complicated labour laws and gave
suitable advice based on the situations of the
employers or employees - Handled enquiry calls from the general
public about any other departments of the
government when assigned to do so - Handled complaint calls/emails from the
general public about any department - Conveyed replies from any department back
to the public by phone or in written form - Communication was done in Chinese or English
Laboratory Technician (LFGB)
TUV Rheinland Hong Kong Ltd.
2018.12 - 2019.03
- Studied test samples, assigned and performed
appropriate food-grade chemical tests according to agreed laboratory protocols for kitchen utensils, cookware and kitchen
electrical appliances which would make
contact with food under EU and/or FDA
standard - Compared the results and determined
whether they comply with the standards - Operated, maintained and calibrated lab equipment, consistently meeting accuracy and schedule targets.
- Handled reagents with care and precision.
- Cleaned and tested equipment to support stable lab processes.
Education
Bachelor of Science - Environmental Science
University of Plymouth
Plymouth 2016.09 - 2018.06
Skills
- Customer experience
- Customer relations
- Complaint resolution
- Call centre operations
- Exceptional telephone etiquette
- Effective problem solver
- Exceptional interpersonal communication
- Research and due diligence
- Data confidentiality
- Data verification procedures
- Transaction processing
- Sales proficiency
Languages
English
Advanced
Chinese (Cantonese)
Native
Chinese (Mandarin)
Fluent
Japanese
Advanced
Timeline
Customer Care Officer 2 (Primier Relationship)
HSBC Hong Kong
2021.08 - 2022.04
Customer Service Officer (Call centre)
Efficiency Office of the Hong Kong SAR Government
2019.10 - 2021.02
Laboratory Technician (LFGB)
TUV Rheinland Hong Kong Ltd.
2018.12 - 2019.03
Bachelor of Science - Environmental Science
University of Plymouth
2016.09 - 2018.06