Senior Customer Service Planning Specialist

1 month ago


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

Department: Customer Experience Management

In this position, you will:

  • Participate in company's marketing projects and share ideas from customer's point of view, ensuring the service process and after-sales service meet customer expectations, and maintain the accuracy of knowledge bases.
  • Conduct service benchmarking from different aspects to identify service improvement initiatives.
  • Analyze customer feedback, narrow the gap between intended and actual customer experience, and assist the Customer Service Manager in deploying strategic plans that drive cross-departmental efforts to improve total customer satisfaction.
  • Innovate new ideas on service workflow and policy, and expand the online service channel.
  • Handle general departmental reporting and procedure manuals.

To be successful in this position, you should meet the following requirements:

  • Diploma holder or above.
  • 4 years of relevant customer service experience, preferably in the telecom industry.
  • Good interpersonal communication skills, self-motivated, and able to work under pressure.
  • Experience in account servicing, quality assurance, or project management will be an advantage.
  • Good command of spoken and written English and Chinese.
  • Candidates with less experience may be considered for the Customer Service Planning Specialist position.


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