It is one of the most annoying things in the world when you ring the customer service hotline to fix a problem with one of your digital gadgets and all you get is an answering machine, or have to wait forever for the call to be answered.
As after-sales service is becoming more significant to the business of the telecommunication and digital appliances industry, Samsung Electronics Hong Kong moved its customer care centre, which used to be situated in Guangzhou, back to Hong Kong this year to improve the quality of service.
In line with the development of the centre, which has relocated to Kwai Chung, the South Korean brand, the No4 mobile phone manufacturer in the world, is hiring more customer service officers and senior level staff.
'Since our product portfolio and our sales are increasing, the demand for our after-sales service is getting higher,' said customer service manager Derek Cheung Man-shing. He said it was easier for the company to carry out a range of staff training and collaborate with other departments in Hong Kong, rather than in Guangzhou.
'Hong Kong people want quality service,' he said. 'The service needs to be quick and intimate, with long service hours. By moving our centre back to Hong Kong, we can provide the most ideal service to our customers and respond quickly to them.'
The company hopes to expand its customer care team, now comprising 30 staff, to 35. It handles inquiries related to products and maintenance, and provides technical support and services. Out-bound calls will also be made for conducting customer surveys for marketing purposes.