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Classy Wheeler Limited
Hong Kong Island
Leading IT&T services company in Hong Kong Job Description Candidate with less experience will be considered as Assistant Manager. Responsibilities• Act as a single point of contact for our key customers for all service related issues. Work closely with China Sales Team by providing a service-oriented, customer focus element to ensure customer sati
Job Source: Classy Wheeler LimitedClassy Wheeler Limited
hong kong
Leading IT&T services company in Hong Kong Job Description Candidate with less experience will be considered as Assistant Manager. Responsibilities • Act as a single point of contact for our key customers for all service related issues. Work closely with China Sales Team by providing a service-oriented, customer focus element to ensure customer sat
Job Source: Classy Wheeler LimitedJc Executive Search
Hong Kong Island
To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers Monitor and ha
Job Source: Jc Executive SearchJC Executive Search
Hong Kong Island, Hongkong, Hong Kong
To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers Monitor and ha
Job Source: JC Executive SearchJC Executive Search
hong kong
To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers Monitor and ha
Job Source: JC Executive SearchClassy Wheeler Limited
hong kong
Manager (Audit & Assurance Services, Technology Clients) Client Description Expanding consultancy and audit firm Job Description • Managing a team or assisting the engagement directors in carrying out quality audit and other assurance services to clients across various industries; • Managing all aspects of audit engagements including planning, admi
Job Source: Classy Wheeler LimitedClassy Wheeler Limited
Hong Kong Island
Manager (Audit & Assurance Services, Technology Clients) Client Description Expanding consultancy and audit firm Job Description • Managing a team or assisting the engagement directors in carrying out quality audit and other assurance services to clients across various industries;• Managing all aspects of audit engagements including planning, admi
Job Source: Classy Wheeler LimitedClassy Wheeler Limited
Hong Kong Island, Hong Kong, Hong Kong
Manager (Audit & Assurance Services, Technology Clients) Client Description Expanding consultancy and audit firm Job Description • Managing a team or assisting the engagement directors in carrying out quality audit and other assurance services to clients across various industries; • Managing all aspects of audit engagements including planning, admi
Job Source: Classy Wheeler LimitedHong Kong Island, Hong Kong, Hong Kong
Leading IT&T services company in Hong Kong
Job Description
Candidate with less experience will be considered as Assistant Manager.
Responsibilities
• Act as a single point of contact for our key customers for all service related issues. Work closely with China Sales Team by providing a service-oriented, customer focus element to ensure customer satisfaction on company products.
• 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
• Establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational / functional parties within company
• Formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA, and proposing any adjustments where necessary
• Ensure that appropriate operational contacts are identified within the customer’s organization with clear and effective channels of communication defined and understood between customer and company for all day-to-day operational support matters
• Negotiate and agree with the customer the details of a service quality management system which include measurement systems, reporting systems, early warning indicators, failure thresholds, performance review procedures, control and action processes, and escalation procedures; ensure that where appropriate these are communicated to the operational function points in company
• On a predefined basis, collate and analyze data and information pertaining to the agreed service quality management system, produce reports and distribute these to the customer and relevant function points in company
• Monitor service performance, and proactively formulating and managing service quality and recovery plans, involving other operational function points as appropriate
• On a predefined basis, conduct formal performance reviews with the appropriate customer personnel, and report on any quality action plans implemented; ensure that these are effectively communicated to the relevant points within company
• Provide a reliable, accessible, and effective escalation point for the customer on any operational matter or project implementation progress; ensure that any requests for invoice rebates against SLA commitment failures are fairly assessed and approved by the Account Manager
• Establish an effective working relationship with the Account Management team, ensuring that the Account Manager is at all times kept updated on significant situations and plans regarding operational service delivery management for the customer
• Coordinate with both customers and internal working parties to secure commitment on resources and activities plan
Job 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
• Knowledge of provisioning process, including test and turn up process, experience in troubleshooting service related issues
• Procession 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 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 meeting with customers and suppliers
• Familiar with Mainland China culture, or previous exposure in China market would be an advantage
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Customer Service Assurance Manager jobs in Hong Kong Island, Hong Kong, Hong Kong
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You can always manage your preferences and update your interests to ensure you receive the most relevant opportunities.
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