Service Management Manager

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time
(Assistant) Service Management Manager (ToB)

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.
    Provide service coordination support and collaborate with relevant departments to facilitate problem resolution and enhance service quality.

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.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Telecommunications

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