Customer Service Manager (IT & Telecom) - CK

Classy Wheeler Limited; Hong Kong; On-site; HKD 334,800 - 558,000; Full time

Job summary

A regional IT and telecom solutions provider is seeking an experienced professional to develop customer service strategies and analyze service quality. The role involves organizing customer feedback and enhancing service standards. Candidates should have a university degree and at least three years of relevant experience in consulting or telecom sectors. Strong analytical, communication, and project management skills are essential. Join a dynamic team in Hong Kong to elevate service quality and ensure customer satisfaction.

Qualifications

• Minimum 3 years of relevant working experience at consulting firms or Telecom companies.
• Proven track record in service management with in-depth domain knowledge in Telco business.

Responsibilities

• Responsible for researching and planning customer service strategies.
• Conduct service quality analysis and improvement initiatives.
• Organizing customer feedback surveys and service quality reports.
• Enhance customer service hotline standards and handle complaints.
• Manage ad hoc tasks assigned by management.

Skills

Customer service management framework

Analytical skills

Oral and written communication skills

Project management

Education

University degree or above

Job description

Client Description

Regional IT & Telecom solutions provider

Job Description

• Responsible for customer service strategies research and planning as well as service quality analysis
• Follow up and perform strategy analysis in order to identify service improvement initiatives and uplift overall service qualities
• Responsible for organizing the customer feedback surveying, conducting service quality report/analysis and service management related tasks
• Responsible to enhanced the customer service hotline service standard & provide business consultancy, troubleshooting & complaints handling
• Handle the ad hoc tasks assigned by the management

Job Requirements

• University degree or above with min 3 years relevant working experience at consulting firms or Telecom companies
• Good understanding of customer service management framework and daily operational model
• Good understanding of the requirement from MNC customers
• Proven track record in service management experience with in-depth domain knowledge in Telco business
• Excellent analytical, oral and written communication skills with project management experience