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Customer Service Operations Manager
1 week ago
At Classy Wheeler Limited, we are seeking a seasoned professional to lead our customer service operations. As a Customer Service Operations Manager, you will be responsible for ensuring exceptional customer experiences across all touchpoints.
The ideal candidate will have a proven track record in customer service management, with a minimum of 8 years of experience in the telecom industry. They will possess a strong understanding of data networking, including Internet/IP, IPVPN, and managed CPE.
A key responsibility will be to develop and maintain an up-to-date account service plan, which includes but is not limited to Account Service Strategy, Network Improvement Plan, and Account Profile. This plan will focus on improving overall service quality and customer operational efficiency.
You will also establish Service Level Agreements (SLAs) with customers, ensuring commitments are effectively communicated and carried out by operational/functional parties within the company.
In addition, you will formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA. You will propose any adjustments where necessary.
- 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;
- Maintain effective working relationships with the Account Management team, ensuring the Account Manager is updated on significant situations and plans regarding operational service delivery management for the customer;
To succeed in this role, you must have:
- Degree holder with minimum 8 years of Telecom experience, solid experience in customer service management;
- Understanding of data networking including Internet/IP, IPVPN and managed CPE;
- Possession of PMP, ITIL, CCNX would be an advantage;
- Customer-focused, mature, independent and able to work under pressure;
- Strong communication skills and able to communicate with all levels of stakeholders;
- Self-motivated and a team player, well-organized;
- Proficiency in spoken and written in both Chinese (including Putonghua) and English;
- Ability to travel for face-to-face meetings with customers and suppliers;
