Senior Customer Service Planning Specialist
3 weeks ago
Customer Experience Management Department
About the Role:
We are seeking a highly motivated and experienced Customer Service Planning Specialist to join our team at China Mobile Hong Kong Co. Ltd. In this role, you will play a key part in driving customer satisfaction and loyalty through effective service planning and delivery.
Key Responsibilities:
- Participate in company-wide marketing projects and contribute ideas from a customer-centric perspective to ensure service processes meet customer expectations.
- Conduct service benchmarking to identify areas for improvement and develop strategic plans to enhance customer satisfaction.
- Analyze customer feedback and work closely with the Customer Service Manager to deploy initiatives that drive cross-departmental collaboration and improve overall customer experience.
- Innovate new ideas on service workflow and policy, and expand online service channels to enhance customer engagement.
- Handle general departmental reporting and procedure manual updates.
Requirements:
- Diploma holder or above.
- At least 4 years of relevant customer service experience, preferably in the telecom industry.
- Excellent interpersonal and communication skills, with the ability to work under pressure.
- Experience in account servicing, quality assurance, or project management is an advantage.
- Proficiency in spoken and written English and Chinese.
What We Offer:
As a Customer Service Planning Specialist at China Mobile Hong Kong Co. Ltd., you will have the opportunity to work with a dynamic team, develop your skills, and contribute to the company's mission of delivering exceptional customer experiences.
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