Senior Customer Service Planning Specialist

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China China Mobile Hong Kong Co. Ltd. Full time

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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