PCCW

Customer Service Manager

PCCW
Full Time
Senior (6-10 years)
Higher Diploma / Foundation Year / Associate Degree to Bachelor
English

Job Description

Customer Service Manager

Location: Hong Kong

  • To be responsible for providing service management and support to Wholesales Customers
  • To act as a 7x24 escalation contact point to customers on all service delivery matters
  • To establish and maintain a good working relationship with internal functional areas and external party such as service partners in the region in local and international services/products, service provisioning, fault management, fault resolution, network management, and crisis management
  • To monitor the Service Level Agreement (SLA), manage and deliver the projects within agreed schedule, cost and quality
 Degree holder in Engineering or related disciplines with 6 years’ working experience in telecommunications services industry.Solid experience in customer service management roleHolder of professional certifications such as ITIL, PMP will be an advantageStrong communication and interpersonal skills in dealing with both customers and sales personnel at all levels on service and project delivery mattersProficiency in spoken and written in both Chinese and English
  • Degree holder in Engineering or related disciplines with 6 years’ working experience in telecommunications services industry.
  • Solid experience in customer service management role
  • Holder of professional certifications such as ITIL, PMP will be an advantage
  • Strong communication and interpersonal skills in dealing with both customers and sales personnel at all levels on service and project delivery matters
  • Proficiency in spoken and written in both Chinese and English

Technical Skills

  • Crisis Management
  • Information Technology Infrastructure Library (ITIL)