Senior Customer Service Operations Analyst

1 week 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 role, you will be responsible for:

  • Engaging in the organization’s marketing initiatives and contributing insights from the customer’s perspective, ensuring that service processes and post-sale support align with customer expectations while maintaining the integrity of the knowledge base.
  • Executing service benchmarking across various dimensions to pinpoint opportunities for service enhancement.
  • Evaluating customer feedback to bridge the gap between desired and actual customer experiences; supporting the Customer Service Manager in implementing strategic plans that foster cross-departmental collaboration aimed at elevating overall customer satisfaction.
  • Generating innovative concepts for service workflows and policies, as well as broadening the online service avenues.
  • Managing general departmental reporting and procedural documentation.

To excel in this position, candidates should possess the following qualifications:

  • A diploma or higher qualification.
  • A minimum of 4 years of pertinent customer service experience, preferably within the telecommunications sector.
  • Strong interpersonal communication abilities, self-driven, and capable of thriving under pressure.
  • Experience in account management, quality assurance, or project oversight will be considered advantageous.
  • Proficient in both spoken and written English and Chinese.
  • Candidates with less experience may be considered for the role of Customer Service Planning Specialist.


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