Customer Service Assurance Manager

2 weeks ago

Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time

Leading IT&T services company in Hong Kong

Job Description

Candidate with less experience will be considered as Assistant Manager.

Responsibilities
  1. Act as a single point of contact for our key customers for all service related issues. Work closely with China Sales Team by providing a service-oriented, customer focus element to ensure customer satisfaction on company products.
  2. Develop and maintain an up-to-date account service plan which includes but not limited to Account Service Strategy, Network Improvement Plan, Account Profile for improving the overall service quality and customer's operational efficiency.
  3. Establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational/functional parties within the company.
  4. Formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA, and proposing any adjustments where necessary.
  5. Ensure that appropriate operational contacts are identified within the customer's organization with clear and effective channels of communication defined and understood between customer and company for all day-to-day operational support matters.
  6. Negotiate and agree with the customer the details of a service quality management system which includes measurement systems, reporting systems, early warning indicators, failure thresholds, performance review procedures, control and action processes, and escalation procedures; ensure that where appropriate these are communicated to the operational function points in the company.
  7. On a predefined basis, collate and analyze data and information pertaining to the agreed service quality management system, produce reports and distribute these to the customer and relevant function points in the company.
  8. Monitor service performance, and proactively formulate and manage service quality and recovery plans, involving other operational function points as appropriate.
  9. On a predefined basis, conduct formal performance reviews with the appropriate customer personnel, and report on any quality action plans implemented; ensure that these are effectively communicated to the relevant points within the company.
  10. Provide a reliable, accessible, and effective escalation point for the customer on any operational matter or project implementation progress; ensure that any requests for invoice rebates against SLA commitment failures are fairly assessed and approved by the Account Manager.
  11. Establish an effective working relationship with the Account Management team, ensuring that the Account Manager is at all times kept updated on significant situations and plans regarding operational service delivery management for the customer.
  12. Coordinate with both customers and internal working parties to secure commitment on resources and activities plan.
Job Requirements
  1. Degree holder with minimum 8 years of Telecom experience, solid experience in customer service management.
  2. Understanding of data networking including Internet/IP, IPVPN and managed CPE.
  3. Knowledge of provisioning process, including test and turn up process, experience in troubleshooting service related issues.
  4. Possession of PMP, ITIL, CCNX would be an advantage.
  5. Customer-focused, mature, independent and able to work under pressure.
  6. Strong communication skills and able to communicate with all levels of stakeholders.
  7. Self-motivated and a team player, well-organized.
  8. Proficiency in spoken and written in both Chinese (including Putonghua) and English.
  9. Ability to travel for face-to-face meetings with customers and suppliers.
  10. Familiar with Mainland China culture, or previous exposure in China market would be an advantage.
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