Photo - The new Huawei Asia Pacific Contact Centre in Kuala Lumpur, Malaysia.
Huawei's Consumer Business Group has based its new Asia Pacific Contact Centre in Kuala Lumpur, Malaysia, which will serve regional customers across 12 markets, said the Chinese ICT products and services giant.
During the opening ceremony of the new Centre, Huawei's South Pacific region consumer business group chief marketing officer, Henry Hsu, said: "As a consumer-centric company, providing the best experiences and services to end users is always the motto of Huawei Consumer Business Group. We believe that with the establishment of the Asia Pacific Contact Centre, we will be able to provide better services to our smartphone users in the region."
"At the same time, Malaysia is one of the main markets after China and its encouraging investment policies and strategic location makes it the best choice for us to base our Asia Pacific Contact Centre here," said Hsu.
"Our smartphone shipment volume has maintained a steady and rapid growth trend which is far beyond the industry average growth rate," he said. "As part of Huawei, we believe that our job does not involve only R&D, product development and sales. Top notch after-sales service is also the key to cementing customer satisfaction and this is how the Huawei brand embodies the solemn commitment to consumers. That is also what we aim to achieve through today's announcement."
Hsu said the Centre will offer four types of communication channels to meet various consumers' needs.
Through toll free hotlines, instant messaging via Huawei official website, email and their official social media platform, Huawei will be able to attend to consumers' enquiries, suggestions, technical supports, complaints and others in the fastest and most effective manner.
He added that Huawei users can also gain access to all information pertaining to the company's customer support services through HiCare, a Huawei service app, which is available for free download in Google Play.
With these multiple service enquiry channels, the new Huawei Asia Pacific Contact Centre will serve as a more convenient communication channel between the brand and its customers pertaining to the Huawei brand, product enquiries, technical support, after-sale services and others, said Hsu, adding that the launch of this contact centre also expanded Huawei consumer business group's online services up to four channels, which cover all the main online channels.
"Even as Huawei expands to new markets and grows its customer base, there are some basic principles we will continue to stick with. Customer satisfaction and delight is one of them. This is the key to our sustainable growth and that is also what makes us so glad about today's announcement," he said.
The Asia Pacific Contact Centre of Huawei Consumer Business Group will able to support in 10 different languages including Bahasa Indonesia, Thai, Cambodian, Sri Lankan, Bengali and Laotian including English, Chinese and Bahasa Malaysia.
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