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Service Management Manager

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

Customer Service Policies Development:

  • Responsible for formulating and improving the customer service policies for ToC customers.
  • Optimize service processes and customer experience design for ToC business in response to market dynamics and customer needs.

Customer Service Issue Improvement:

  • Responsible for coordinating relevant teams within the company to address common issues of ToC products that impact customer experience and enhance service quality.
  • Regularly analyze ToC customer complaints and survey data, propose improvement measures, and optimize the service process.

Customer Service Experience Optimization:

  • Monitor and optimize the ToC customer experience, designing the full process from customer contact to service completion.
  • Identify and address pain points in the ToC 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 ToC customer service processes and customer experience design;
    • Strong data analysis and problem-solving skills;
    • Experience in ToC product management, operation analysis, and service support 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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