Service Management Manager
3 days ago
2 days ago Be among the first 25 applicants
Responsibilities
- Customer Service Policies Development:
- Responsible for formulating and improving the customer service policies for ToB customers.
- Optimize service processes and customer experience design for ToB business in response to market dynamics and customer needs.
- Service Management System Construction:
- Responsible for planning, constructing, and applying the service management system platform, centralizing the management of complaints and alerts, and ensuring timely information delivery.
- Evaluate the effectiveness of handling through data dashboard analysis and accountability-driven rectifications, establishing a closed-loop management process.
- Customer Service Experience Optimization:
- Monitor and optimize the ToB customer experience, designing the full process from customer contact to service completion.
- Identify and address pain points in the ToB customer experience through customer surveys, data analysis, and other methods.
Requirements
- Education: Bachelor's degree or above in telecommunications, computer science, or a related field.
- Experience: More than 5 years of relevant work experience, preferably in the telecommunications industry.
- Skills Required:
- Familiarity with enterprise service processes and customer experience design;
- Strong data analysis and problem-solving skills;
- Experience in full-process management and service support for enterprise product is preferred.
- Language Requirement: Good at both written and spoken English and Chinese.
Mid-Senior level
Employment typeFull-time
Job functionCustomer Service
IndustriesTelecommunications
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