CEM Building Customer Service Centre improves overall quality of customer service

Macau, 12 February 2018

To improve the overall quality of customer service and implement CEM’s commitment in providing quality services to citizens, the Customer Service Centre located in CEM Building on Estrada de D. Maria II was officially opened today after renovation.

The opening ceremony was held at the CEM Building Customer Service Centre, lion dance was presented during the ceremony. The officiating guests that attended the ceremony included Lou Sam Cheong, Deputy Director of Office for the Development of Energy Sector of MSAR; Cheong Sio Kei, Director of Macao Environmental Protection Bureau of MSAR; Vong Kok Seng, President of the Customer Liaison Committee; Bernie Leong, Chairman of CEM Executive Committee, as well as CEM Senior Managers. Accompanied by Uman Cheang, CEM Customer Contact Management Manager, the guests were introduced the facilities of the Centre.

The brand-new Customer Service Centre covers around 2,000 square feet and has 8 service counters as well as self-service kiosks. To optimize the procedures, staff will be stationed at the entrance to help customers input their information, which allows counter staff to know the requested services immediately. While waiting, customers can enjoy self-service coffee and acquire information about CEM in the display area. In addition to the refreshing design, the new Customer Service Center’s layout is also deliberately planned. Customers only need to walk in one direction to obtain the number tag, wait, receive consultation, proceed to service counters and leave the Center. The process becomes easy and simple, and customers’ walking distance is reduced. The newly-designed Customer Service Center will bring a more complete service experience to citizens. 

When delivering his speech, Bernie Leong said that as one of the major public utilities in Macau, CEM has long supported social and economic development of the entire region. For many years, CEM has massively invested in local infrastructure, introduced advanced power supply technologies, and optimized Macau’s power grid and customer services, thereby providing stable power supply and superior service experiences to Macau citizens and helping citizens enjoy comfortable lives. The new Customer Service Centre not only adopted a new design, but also re-planned the handling procedures to offer more convenience to customers. Moreover, to in line with the current trend of dealing business online, the corporate website and e-Service App of CEM also launched with a brand-new design last year. Customers can easily manage power services online anytime, anywhere. Besides, CEM will launch WeChat service to let citizens receive power information and manage electricity account easily. Looking into the future, CEM will be committed to enhancing service quality and providing more diversified service experiences, in a bid to meet customer needs and expectations, as well as make contributions to the sustainable development of Macau.

On behalf of Customer Liaison Committee, Vong Kok Seng extended congratulations to the opening of the Customer Service Centre, saying that CEM has long attached great importance to customer service quality and constantly updated and optimized its services. The renovation of the Customer Service Centre will provide high-quality and convenient services to customers, and the new design presents a fresh new atmosphere, with more lighting and clearer guidance. Following the establishment of MSAR, the city experienced rapid economic growth. High-quality power supply service is an indispensable factor for maintaining the rapid economic growth in Macau. He believes that CEM will continue to adhere to its prudent and sincere attitudes to provide safe and stable power supply services to Macau citizens, and support further social and economic development of Macau on the back of its service spirit of “Customer First, Treating Customers with Sincerity”. 

The business hour of CEM Building Customer Service Centre is 9:00 am to 5:45 pm from Monday to Friday. For inquiries, please call CEM Info Line at 2833 9911.

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