Account Service Excellence Specialist

4 days ago


Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time
Account Service Excellence Specialist

We are seeking a highly motivated and experienced professional to join our team as an Account Service Excellence Specialist. As a key member of our customer service team, you will play a critical role in ensuring our customers receive the highest level of service quality.

Key responsibilities will include developing and maintaining an up-to-date account service plan, establishing Service Level Agreements (SLAs) with customers, and formulating, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA.

You will also establish an effective working relationship with the Account Management team, ensuring the Account Manager is updated on significant situations and plans regarding operational service delivery management for the customer.

A successful 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.

Key Responsibilities:

  1. Develop and maintain an up-to-date account service plan which includes but not limited to Account Service Strategy, Network Improvement Plan, Account Profile for improving the overall service quality and customer's operational efficiency;
  2. Establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational/functional parties within the company;

Requirements:

  • 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;


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