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Customer Service Excellence Award 2025 Concluded Successfully MTR Crowned Grand Champion Among Over 100 Winners
Held under the theme “High Tech, High Touch – AI Empowers a New Era in Customer Service”, the event attracted more than 450 guests. The Honourable Algernon Yau, JP, Secretary for Commerce and Economic Development, graced the occasion as the Guest of Honour. The award presentation ceremony was also privileged to have The Hon Shiu Ka Fai, BBS, JP, Member of the National Committee of the CPPCC and Member of the Legislative Council; The Hon Perry Yiu, MH, JP, Member of the Legislative Council; together with representatives of professional associations who served as award presenters. Members of the award judging panels and customer service industry leaders also joined the celebration to recognize the outstanding achievements of the award winners.
Hon Algernon Yau: Government Injected HK$200 Million into BUD Fund to Support AI-driven Digital Transformation
In his opening address, The Honourable Algernon Yau, JP, noted that artificial intelligence was driving customer service into a new era, shifting from human-led operations to a model that integrates data analytics and intelligent systems. Mr Yau stressed that as technology advances, human warmth becomes increasingly precious. He emphasized that true excellence in customer service is built on a customer-centric foundation, requiring service professionals to integrate technology with empathy, sincere communication and personalized attention to achieve a balance of efficiency and human warmth.
“2026 marks the start of the planning and layout for the nation’s 15th Five-Year Plan, which prioritizes high-quality development, innovation-driven growth and the deep integration of the digital economy. Hong Kong is proactively aligning itself with the country’s development strategy, contributing its unique strengths to meet national needs. The services sector, in particular, must upgrade and transform. To help, the Hong Kong SAR Government has put HK$200 million into the Dedicated Fund on Branding, Upgrading and Domestic Sales (BUD Fund), offering targeted support for AI adoption and helping businesses transform digitally.” Mr Yau stated.
Derek Choi: 40% Surge in Applications Reflected High Competitiveness and Recognition of the Awards
Mr Derek Choi, Chairman of HKACE, said “the Customer Service Excellence Award 2025 received 220 applications – a significant 40% increase from the previous year – reflecting the industry’s growing emphasis on service quality. A total of 102 awards were presented, making the competition exceptionally fierce.”
“Participants had to be nominated by the member companies and submit a written proposal in the first round to be shortlisted among the five finalists for a panel interview,” Mr Choi explained. “An independent judging panel, composed of industry elites and academics, then determined the gold, silver, bronze, and merit award winners. This rigorous assessment process upheld the award programme’s standing.” Mr Choi also extended his heartfelt gratitude to all judging panel members, noting that their selfless dedication and strong support had contributed significantly to the credibility of the awards programme.

Customer Service Excellence Award 2025 Winners Unveiled: MTR Crowned Grand Champion
The Customer Service Excellence Award 2025 featured three main categories – Individual Awards, Team Awards and Programme Awards – alongside the Grand Award. MTR Corporation scooped a total of 15 awards, standing out among a strong field of competitors to be named Grand Champion. HKT Limited and The Hong Kong Jockey Club also secured the 1st Runner-up and 2nd Runner-up of the Grand Award respectively.
Other gold award winners included AIA International Limited, BMW (Hong Kong) Limited, Bank of China (Hong Kong) Limited, Cathay Pacific Airways, CLP Power Hong Kong Limited, Hong Kong Fire Services Department, Hongkong Post, and Industrial and Commercial Bank of China (Asia) Limited.
Appendix 1: List of Winners of the HKACE Customer Service Excellent Award 2025
| Grand Award | ||
| Champion | MTR Corporation | |
| 1st Runner-up | HKT Limited | |
| 2nd Runner-up | The Hong Kong Jockey Club | |
| Individual Award – Contact Centre Service Award | ||
| Gold | Bank of China (Hong Kong) Limited | Tse Mei Yee, Shirley |
| Silver | HKT Limited | Li Miu Hei, Annie |
| Bronze | AIA International Limited | Luk Kwong Lam |
| Merit | HKT Limited | Yeung Shuk Yi, Joe |
| Merit | The Kowloon Motor Bus Co. (1933) Ltd. | Wan Ka Hing, Tingo |
| Individual Award – Counter Service Award | ||
| Gold | BMW Concessionaires (HK)Ltd | Lai Ka Yui, Brian |
| Silver | CLP Power Hong Kong Limited | Lau Tik Fung, Oscar |
| Bronze | Bank of China (Hong Kong) Limited | Ng Ka Ling, Aimee |
| Merit | China Mobile Hong Kong Company Limited | Yeung Fong Chun, Frank |
| Merit | Sino Group – Citywalk 2 Management Company Limited | |
| Individual Award – Field & Special Service Award | ||
| Gold | Hongkong Post | Hung Tsz Yin |
| Silver | Ngong Ping 360 Limited | Yip Ka Man, Carmen |
| Bronze | Shell Hong Kong Limited | Xia Min |
| Merit | Bank of China (Hong Kong) Limited | Luk Ka Chun, Paul |
| Merit | Cathay | Ardis Yeung |
| Individual Award – Frontline Service Award | ||
| Gold | Industrial and Commercial Bank of China (Asia) Limited | Kwan Shing Yan, Kelvin |
| Silver | Goodwell Property Management Limited | Wong Pui Ching, Rebecca |
| Bronze | MTR Corporation | Law Pak Hin, Hinson |
| Merit | The Hong Kong Jockey Club | Cheung Tsz Ching |
| Merit | Aviation Security Company Limited | Cheng Bing Lam |
| Individual Award – Internal Support Service Award | ||
| Gold | HKT Limited | Zheng Minsui |
| Silver | BOC Group Life Assurance Co. Ltd. | Ma Wing Sze, Sissy |
| Bronze | Cathay | Bianca Tang |
| Merit | AIA International Limited | Lyu Chen Yu |
| Merit | Airport Authority Hong Kong | Agnes Wong |
| Individual Award – Customer Service Training Award | ||
| Gold | HKT Limited | Law Kar Yan, Kannis |
| Silver | The Hong Kong Jockey Club | Brian Leung |
| Bronze | Cathay | Jennifer Lui |
| Merit | MTR Corporation | Chiu Tsz Ho, Ivan |
| Merit | H Properties Management (HK) Co. Ltd. | Yip Ching Ching, Janee |
| Individual Award – Customer Service Supervisor / Team Manager | ||
| Gold | Cathay | Michelle To |
| Silver | The Hong Kong Jockey Club | Miriam Hang |
| Bronze | MTR Corporation | Matthew Cheung |
| Merit | Ocean Park Corporation | Li Chi Kit, Henry |
| Merit | HKT Limited | Wong Lai Man, Ulysses |
| Individual Award – Top 5 Young Stars of the Year | ||
| Cathay | Tedd Wong | |
| The Hong Kong and China Gas Co. Ltd. | Sham Fung Wa | |
| Hong Kong Tourism Board | Michelle Tam | |
| CLP Power Hong Kong Limited | Ng Oi Mei, Amy | |
| Ngong Ping 360 Limited | Yau Cheuk Ting, Anna | |
| Team Award – Contact Centre Service Award | ||
| Gold | Bank of China (Hong Kong) Limited | Digital Hub |
| Silver | China Mobile Hong Kong Company Limited | Customer Contact Centre |
| Bronze | MTR Corporation | High Speed Rail Service Hotline |
| Merit | Cathay | Virtual Relationship Manager |
| Merit | HKT Limited | 1O1O Outbound Contact Centre |
| Team Award – Counter Service Award | ||
| Gold | CLP Power Hong Kong Limited | Smart Energy@Tai Po |
| Silver | Bank of Communications (Hong Kong) Limited | Tai Po Branch |
| Bronze | The Hong Kong Jockey Club | Kowloon Bay, Telford Off-Course Betting Branch |
| Merit | MTR Corporation | ELEMENTS Concierge Service |
| Merit | Airport Authority Hong Kong | Customer Service Team & Terminal Duty Team |
| Team Award – Field & Special Service Award | ||||||||
| Gold | Cathay | HKIA Rescue Team | ||||||
| Silver | The Kowloon Motor Bus Co. (1933) Ltd. | KMB Field Operations Support Team | ||||||
| Bronze | CLP Power Hong Kong Limited | CLP Green Studio Multi-Purpose Vehicle | ||||||
| Merit | Ngong Ping 360 Limited | Attractions & Entertainment Team | ||||||
| Merit | Airport Authority Hong Kong | Service Team of Airport Home Baggage Check-in | ||||||
| Team Award – Frontline Service Award | ||||||||
| Gold | Cathay | Cabin Crew Team | ||||||
| Silver | The Hong Kong Jockey Club | Tuen Mun Town Plaza Off-Course Betting Branch | ||||||
| Bronze | HKT Limited | “Here to Serve” Team | ||||||
| Merit | MTR Corporation | East Rail Line Interfacing Team | ||||||
| Merit | Airport Authority Hong Kong | HKIA VIP Lounge and Government VIP Lounge Team | ||||||
| Team Award – Internal Support Service Award | ||||||||
| Gold | AIA International Limited | Premier Agency Enquiry Team | ||||||
| Silver | MTR Corporation | Operations Data Studio | ||||||
| Bronze | HKT Limited | Operations Transformation Team | ||||||
| Merit | AXA China Region Insurance Company Limited | Customer Strategy and Insights Team | ||||||
| Merit | The Hong Kong Jockey Club | Retail – Racecourse Work Group | ||||||
| Team Award – Customer Service Training Award | ||||||||
| Gold | HKT Limited | Consumer Business Group Training Team | ||||||
| Silver | AIA International Limited | Service Training and Knowledge Team | ||||||
| Bronze | MTR Corporation | MTR Learning & Training | ||||||
| Merit | Hong Kong Tourism Board | Visitor Services and Human Resources | ||||||
| Merit | ABC Pathways School | Training & Development | ||||||
| Programme Award – Customer Retention Award | ||||||||
| Gold | MTR Corporation | Elderly Care Programme | ||||||
| Silver | CLP Power Hong Kong Limited | Power Connect | ||||||
| Bronze | HKT Limited | HKT Commercial SME Customer Retention Programme | ||||||
| Merit | The Hong Kong Jockey Club | Experience Diversity, Connect with CARE | ||||||
| Merit | Cathay | Cathay Million Miles Programme | ||||||
| Programme Award – Digital Transformation Award | ||||||||
| Gold | MTR Corporation | MTR Smart Mobility: Digital Transformation for Travel Concession Schemes | ||||||
| Silver | CLP Power Hong Kong Limited | Digital Transformation for Hong Kong ‘s Largest Residential Peak Demand Management | ||||||
| Bronze | Airport Authority Hong Kong | Smart Passenger Security Screening System at Hong Kong International Airport | ||||||
| Merit | China Mobile Hong Kong Company Limited | AI+Service | ||||||
| Merit | Ngong Ping 360 Limited | “Delight Guests Always” – NP360 AI Assistant | ||||||
| Programme Award – Outstanding Customer Service Award | ||||||||
| Gold | MTR Corporation | Kai Tak and Sung Wong Toi Stations Customer Experience Enhancement | ||||||
| Silver | Hong Kong Fire Services Department | “Old Friends” Home Visit Scheme | ||||||
| Bronze | Ngong Ping 360 Limited | Shining You Customer Service Program- Creating Muslim Friendly Attractions in Hong Kong | ||||||
| Merit | CLP Power Hong Kong Limited | CLP Community Watch & Care Service Pilot Programme | ||||||
| Merit | H Properties Management (HK) Co. Ltd. | Happy DNA: Happier Places, Happier People | ||||||
| Programme Award – People Development Award | |||
| Gold | Hong Kong Fire Services Department | Greater Bay Area Joint Emergency Response and Rescue Exercise “Liancheng – 2025” | |
| Silver | Airport Authority Hong Kong | The Operation Officer
Skill-based Salary Progression Scheme |
|
| Bronze | The Hong Kong Jockey Club | Racing Towards Excellence: Retail Succession Programme | |
| Merit | MTR Corporation | Buddy Scheme for Newly Recruit Station Officer | |
| Merit | Aviation Security Company Limited | Structured Customer Service Development Programme | |
| Programme Award – Service Innovation Award | |||
| Gold | MTR Corporation | MTR Smart Mobility: Intelligent Crowd Diversion System for Kai Tak Sports Park | |
| Silver | H Properties Management (HK) Co. Ltd. | Happy Moment | |
| Bronze | BOC Group Life Assurance Co. Ltd. | 5+1 Senses @ Service Centre | |
| Merit | The Kowloon Motor Bus Co. (1933) Ltd. | Pet Bus Tour | |
| Merit | HKT Limited | Transforming Service Experience – Wise | |
| Programme Award – Employee Engagement Award | |||
| Gold | AIA International Limited | “Inside Out” | |
| Silver | The Hong Kong Jockey Club | “HAPPI-D” Programme | |
| Bronze | Ocean Park Corporation | Village Adventure | |
| Merit | MTR Corporation | Know Our Customer Programme | |
This press release is issued by Passion PR Limited on behalf of the Hong Kong Association for Customer Service Excellence.
Hashtag: #HongKongAssociationForServiceExcellence #HKACE
The issuer is solely responsible for the content of this announcement.
About Hong Kong Association for Customer Service Excellence (HKACE)
Hong Kong Association of Customer Service Excellence (HKACE), a non-profit organisation, was established in February 2000 to represent more than 300,000 customer service practitioners in Hong Kong, the number of member companies has almost 50. The 9 founding member organisations are AIA International Limited, Cathay Pacific Airways Limited, Centaline Property Agency Limited, CLP Power Hong Kong Limited, HKT Limited, Hongkong Post, Shell Hong Kong Limited, Standard Chartered Bank (Hong Kong) Limited and The Hong Kong Jockey Club. They are committed to continuously improve themselves, to promote customer service culture with passion, leveraging on members’ synergy and professional expertise.
The Association initiated a multitude of industry awards and programmes over the years, including the “Customer Service Excellence Award”, “Young Service Stars Programme”, and the “Quality Customer Service Programme”. “Service Appreciation Programme” was first launched in 2013 to foster service appreciation culture. The Association aims to facilitate the sharing of managerial experiences among member organizations, encourage innovation, and elevate the competitiveness of Hong Kong’s service sector by rewarding high levels of customer service.
About Customer Service Excellence Award
In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2001 with an aim of motivating customer service staff, recognizing outstanding performers and promoting a customer service culture with member companies.
Media OutReach
Sun Group debuts at SITF 2026 with exclusive Phu Quoc flight deals and a fresh vision for Vietnam tourism
A special highlight is Sun Group’s unveiling of its new development vision for Phu Quoc in the lead‑up to APEC 2027, presented directly to Korean partners and visitors.
From the first day of the fair, Sun Group’s booth has welcomed a steady stream of visitors. Throughout the four-day event, the booth has organized B2B and B2C networking activities, customer consultations, and introductions to tourism, resort, and aviation products. Interactive programs, including mini-games, souvenir giveaways, and tailored offers for the Korean market, have kept the atmosphere lively for hours, with a continuous flow of engaged visitors.
During SITF (June 4–7), travelers have the opportunity to receive a 20% discount on the base fare when booking Sun PhuQuoc Airways tickets via the airline’s website or app. The offer applies to the Korean market for one‑way or round‑trip journeys from Korea to Phu Quoc. Limited to 200 Economy Class discount codes, it is valid for flights from June 15 to October 24, 2026 (excluding peak periods as defined by the airline).
Visitors also have the chance to win attractive prizes through booth activities, including free round‑trip air tickets on the Seoul–Phu Quoc route (ICN–PQC) and resort vouchers at hotels within Sun Group’s ecosystem.
By combining destination promotion with airline incentives, Sun Group aims to further encourage South Korean tourists to choose Vietnam for their upcoming holidays, especially Phu Quoc, which is entering a new era of large‑scale investments in projects, products, and experiences all aimed at APEC 2027.
Hashtag: #SunGroup
The issuer is solely responsible for the content of this announcement.
About Sun Group
Vietnam’s leading private economic group, Sun Group operates an integrated ecosystem spanning tourism, entertainment, hospitality, real estate, infrastructure, and aviation. Guided by the mission “Enhancing the beauty of the lands,” the Group shapes iconic destinations nationwide through its Sun World entertainment brand. In the aviation sector, Sun Group develops a hub-and-spoke model anchored by Phu Quoc, driven by strategic airport investments and Sun PhuQuoc Airways.
Media OutReach
Technology + Scenario + Supply Chain = A New Benchmark for Regional Zero-Carbon Smart Transportation
Wing Kai New Energy X QIJI Energy X C&D Hi-Tech
HONG KONG SAR – Media OutReach Newswire – 5 June 2026 – The 19th (2026) International Photovoltaic Power Generation and Smart Energy Exhibition & Conference (SNEC 2026) was grandly held from June 3 to 5, 2026, at the National Exhibition and Convention Center (Shanghai). Attracting over 3,000 exhibitors from 95 countries worldwide, the event stands as the largest and most influential professional grand gathering for the photovoltaic and energy storage sectors across Asia and globally.
During the exhibition, Mr. Yiu Wang Lee, Chairman of the Board of Wing Lee Development Construction Holdings Limited (“Wing Lee” or the “Group”, stock code: 9639.HK); Mr. Cai Huihui, General Manager of Wing Kai New Energy Technology Co., Limited (“Wing Kai New Energy”); Mr. Wang Yi, Key Account Manager of QIJI Energy; Mr. Xu Jun, Overseas Energy Storage Commercial Director of Contemporary Amperex Technology Co., Limited (CATL); and Mr. You Yuxian, ASEAN Regional Energy Storage Sales Director of CATL, jointly visited the exhibition booth of C&D Hi-Tech. The delegation engaged in in-depth discussions with the team led by General Manager Mr. Zhan Shengli, focusing on battery swapping station projects in Hong Kong and Southeast Asia. By integrating multi-party resources, the teams successfully finalized and signed a Strategic Cooperation Agreement.
Through this signing, the three parties will join forces to address and resolve the industry pain points of overseas markets regarding regulatory compliance, engineering infrastructure, and supply chain coordination. The collaboration represents a deep integration of QIJI Energy’s cutting-edge battery swapping solutions, Wing Kai New Energy’s localized infrastructure and operational capabilities across Hong Kong and Shenzhen, and C&D Hi-Tech’s robust global resource allocation strengths. Moving from single-project development to an ecosystem of mutual win-win, this partnership will significantly enhance the delivery efficiency of green energy across Hong Kong, Macau, and the Southeast Asian region, setting a brand-new benchmark for regional zero-carbon smart transportation.
As a subsidiary of Wing Lee, Wing Kai New Energy has been rooted in Hong Kong since its inception while radiating its presence globally, deeply cultivating sustainable clean energy solutions. Addressing the acute pain points in the Greater Bay Area and Southeast Asian markets, where rapid fluctuations in energy prices have led to surging cost pressures for logistics distribution enterprises, Wing Kai New Energy will focus on urban distribution logistics battery swapping businesses in the future. The company plans to integrate site resources, infrastructure, and operations to fill the gap in regional infrastructure. We firmly believe that this cooperation will effectively bridge the cross-border green energy eco-link, accelerate the construction of a green energy service network, and contribute solidly to the realization of the “dual carbon” goals. Meanwhile, we sincerely invite more partners to join the Zero-Carbon Smart Alliance to jointly advance sustainable development.
Hashtag: #WingLee
The issuer is solely responsible for the content of this announcement.
About Wing Lee Development Construction Holdings Limited
Deeply rooted in Hong Kong, Wing Lee is an established contractor engaged in civil engineering, electrical and mechanical engineering, and new energy businesses, and has participated in various large-scale landmark projects in Hong Kong. The Group’s civil engineering business specialized in site formation waterworks as well as road and drainage works, while its electrical and mechanical engineering business specializes in power system-related projects and emergency maintenance works. In recent years, the Group has actively expanded into the new energy sector, undertaking solar photovoltaic projects, distributing various electric commercial vehicles and electric construction machinery, and engaging in the construction and subsequent maintenance of charging piles, battery swapping, recycling, and energy storage businesses. In 2025, Wing Lee Construction, together with SANY Group Co., Ltd. and CATL, among other industry giants, founded the “Zero-Carbon Smart Alliance” to develop full-industry-chain solutions for photovoltaics, energy storage, charging and battery swapping, and smart applications in green transportation.
Media OutReach
Hong Kong wraps up successful mission to deepen ties with Central Asia
The delegation of over 70 business and institutional leaders from Hong Kong and the Chinese Mainland is the largest and most diverse overseas mission led by the current term of the HKSAR Government so far.
Speaking to the media in Uzbekistan yesterday (June 4), Mr Lee set out the three main objectives of the visit: further explore emerging markets and lay the foundation for long-term economic and trade development; strengthen government-to-government (G2G) relationships and promote closer bilateral co-operation; and build a “hub-to-hub” model of co-operation.
He said the visit had been successful, yielding achievements in eight areas, including:
- Establishing high-level contacts and ties between the HKSAR Government and the Governments of Kazakhstan and Uzbekistan, and reaching consensus on co-operation in multiple areas;
- A total of 96 co-operation agreements and memoranda of understanding (MoUs) were reached during the visit (61 with Kazakhstan, 35 with Uzbekistan), involving specific amounts exceeding US$1.65 billion in total;
- The governments agreed to commence bilateral discussions on agreements in various areas;
- Deepening project matching and research collaboration between Hong Kong and Central Asian region in areas including finance, innovation and technology (I&T), and aviation;
- Demonstrating Hong Kong’s effective role as a platform for going global and achieving substantial results, with Hong Kong and Mainland enterprises joining forces in tapping new markets and bringing synergistic advantages into full play;
- Facilitating more convenient people-to-people exchanges by promoting direct flights, aviation and transport co-operation, and extensions to the mutual visa-free period;
- Promoting exchanges in education, talent and culture to further deepen people-to-people bonds; and
- Advancing a hub-to-hub co-operation model to open up broader room for co-operation between Hong Kong and the Central Asian region.
While in Tashkent (June 3-5), Mr Lee met with local leaders, government officials and business representatives to deepen co-operation between Hong Kong and Uzbekistan in areas including trade, investment, finance, I&T, and people-to-people exchanges.
Mr Lee held meetings with the President of Uzbekistan, Shavkat Miromonovich Mirziyoyev, his Advisor on Strategic Development, Sardor Umurzakov, the Prime Minister, Abdulla Nigmatovich Aripov, as well as the Deputy Prime Minister, Jamshid Khodjayev, to exchange views on furthering mutual co-operation.
Mr Lee highlighted that under the “one country, two systems” principle, Hong Kong enjoys both the China advantage and the global advantage. He said that Hong Kong would continue to play its roles as a “super connector” and a “super value-adder” to further deepen co-operation and exchanges with Uzbekistan on various fronts in line with Uzbekistan’s goal of achieving high-quality development.

Earlier (June 3), Mr Lee met with the Minister of Foreign Affairs of Uzbekistan, Bakhtiyor Saidov, after which they jointly witnessed an exchange of notes between the two places on a mutual visa-free arrangement, which would allow a visa-free period of 30 days for visitors from both sides.
“Moreover, we are glad to have initialed the Air Services Agreement with Uzbekistan, and look forward to launching direct passenger flights between the two places soon,” Mr Lee said, during a high-level business dinner (June 4). The Chief Executive pointed out that Hong Kong and Uzbekistan are important trade and investment gateways to their respective regions – the Asia-Pacific and Central Asia.
“It helps that we are all believers in the Belt and Road (B&R) Initiative, a modern expression of the ancient Silk Road spirit,” Mr Lee said. “Today, China is Uzbekistan’s largest trading partner, and the two countries work closely on major infrastructure and connectivity projects that are revitalising the Silk Road. Hong Kong is a pivotal player in the B&R Initiative, thanks to our world-class professional and financial services expertise.”
The delegation also toured the IT Park Uzbekistan and the Center for Islamic Civilization before concluding its visit in Tashkent.
Hashtag: #HongKong #BrandHongKong #CentralAsia #Kazakhstan #Uzbekistan
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The issuer is solely responsible for the content of this announcement.
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