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Service Management Director

1 week ago

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

**Job Description:**

We are seeking a highly experienced Service Management Director to join our team at China Mobile International Limited. The ideal candidate will have a strong background in service management, with experience in developing and implementing customer service policies and processes.

Responsibilities:

  • Develop and Implement Customer Service Policies: Formulate and improve customer service policies for ToB customers, optimizing service processes and customer experience design in response to market dynamics and customer needs.
  • Construct and Apply Service Management System Platform: Plan, construct, and apply 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.
  • Optimize Customer Service Experience: 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 and Experience: Bachelor's degree or above in telecommunications, computer science, or a related field, with more than 5 years of relevant work experience, preferably in the telecommunications industry.
  • Skills and Qualifications: 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