Handle and follow up customer enquiries and complaints in a professional and timely manner to achieve service excellence
Develop and maintain up-to-date account service plan including Customer Account Profile, Account Service Strategy and Service Improvement Plan for improving the overall service quality and customer’s operational efficiency
Formulate, in conjunction with the customer, the key service quality indicators in formal SLA
Monitor service performance, proactively manage service quality and formulate service recovery plans, involving other operational functions as appropriate
Establish effective working relationship with internal teams on service delivery management for customers
To succeed in this role
Higher diploma or above with 5 years’ relevant work experience
Solid experience in B2B customer service and operation management is preferable
Good interpersonal, communication and planning skills
Energetic and well-organized with strong analytical mindset
Good PC skills, familiar with MS Office is an advantage
Good command of both spoken and written English & Chinese
If you are excited about the new challenging role, please call us at 2883 8518 for more information.
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HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's privacy statement (http://www.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.
HKT Enterprise Solutions is provided by HKT Commercial Group. It delivers end-to-end integrated solutions employing emerging technologies such as Artificial Intelligence, Internet of Things, cloud computing, and data analytics to assist enterprises in transforming their businesses.
Powered by HKT’s best-in-class fixed and mobile networks, HKT Enterprise Solutions enables companies to enhance operational efficiency and gain business insights.
HKT Commercial Group has a strong track record for Information and Communications Technologies (ICT) innovations serving the needs of commercial and wholesale organizations of different sizes and industries in Hong Kong, Mainland China and beyond.
HKT Commercial Group's pioneering approach in providing "Next Generation ICT Solutions and Services" includes world-class carrier-grade cloud platforms, ultra high-speed fixed and mobile networks, award-winning industry-specific SME solutions, fixed-mobile integration, advanced cross-border capabilities and end-to-end systems integration in addressing customer needs to fuel their business growth.
We have a strong team of more than 8,000+ professionals in Hong Kong, Macau and China regions, contributing to various business functions including commercial sales and marketing, solutions consulting, product development & management, China commercial business, and contact center outsourcing services, etc.