Senior Manager, Network Customer Experience Assurance

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China HKT Full time

Job Summary

We are seeking a Senior Manager, Network Customer Experience Assurance to join our team at HKT. In this role, you will be responsible for overseeing and addressing customer complaints across multiple channels in relation to mobile network services.

Key Responsibilities

  • Conduct thorough analysis of customer network experience and implement effective management strategies
  • Collaborate with other Business Units to facilitate defining selling strategy
  • Involve in Radio Access Network (RAN) / Core performance management including KPI / KQI analysis and Trouble Ticket management
  • Participate in in-depth complaint analysis and provide management support for VIP complaints

Requirements

  • Bachelor's Degree in Engineering / IT / Communication / Customer Relationship Management or related disciplines with min. 10 years' relevant working experience
  • Experience in RAN / Core performance management will be an advantage
  • Self-motivated and able to act as a team player
  • Good command in English, Cantonese and Mandarin


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