Job ref no.: CT3120081-01#2751

Customer Care Manager (Telco) - 2 Openings

CenturyLink

Location (Country):

City/Work Location: Hong Kong/ Wan Chai

Reporting to: Director, Regional Network Operations

Position Objective/ Summary:

The position is primarily responsible for the sales support and servicing of complex network communication solutions (IP, data, optical, etc.) for Business Customers. This is accomplished by understanding the customer's business needs and strategies, building relationships and long term partnerships with the customer and developing and applying solutions to those needs and strategies. Manage any interactions from customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management and issues in the area of order entry, order validation, service activation, test and turn-up, technical customer account management and billing activities.

Job Description

Responsibilities:
  • Responsible for attainment of revenue objectives and service quality objectives for network customers.
  • Actively engages and coordinates with customers, ensuring superior service levels are maintained and leading customer specific quality improvement plans as documented and identified in the Service Plan.
  • Owns and creates service delivery and service management performance review presentations, root cause analysis and corrective actions to the customers.
  • Demonstrate knowledge of the organization's entire product line.
  • Recommends products/services that fit well with clients business needs.
  • Actively works and coordinates activities in support of sales, with numerous teams that support the provisioning, design, installation and billing of sales to customers.
  • Onboard and support clients' network orders for the life of the customer.
  • Ensures clients receive high-quality customer service, informs clients of new products/services as they are introduced.
  • Proactively identifies and proposes process improvements that can increase customer satisfaction.


Qualifications

Requirements:
  • Bachelor degree in Business, Liberal Arts, Economics, MIS/CIS, or other related field
  • 2 - 4 years' of experience in related products and systems, QC and QCC or related Telecom experience
  • Complete understanding of the sales and delivery process
  • Self-managed, ability to work independently as well as in a team environment in a fast paced and demanding environment
  • Knowledge of CenturyLink products; e.g., Voice, Data, IP, VPN, Web Hosting, and CPE is desired.
  • Proficient with common office applications, including MS Outlook, MS Excel, and MS Visio
  • Excellent organizational, interpersonal, and communication skills (oral, written and presentation)
  • Ability and willingness to share knowledge and expertise among various organizations within the company of diverse groups.
  • Ability and willingness to take the initiative to facilitate teamwork within the various organizations of the company to serve the customer
  • Ability to work in a team environment and demonstrate strong problem solving skills
  • Flexibility to handle varying workload, and still meet tight deadlines
  • Ability to multi-task and work multiple projects simultaneously.
  • Familiarity with enterprise and carrier voice over IP systems and solutions from key vendors
  • Knowledge of computer environmental facilities including power distribution, uninterruptible power switching systems, generators, air handling equipment, cabling and cable management systems, fire suppression, and security
  • Project management experience in planning and organizing data from various sources into concise, relevant information
  • Fluent in English and Mandarin speaking/writing. Must be able to converse at a Business Grade level in English/Mandarin.
  • Customer Communications and Support; Service Issues / RFO / Event Management/ Change Management/ Emergency Maintenance and status updates/ Request for SLA credit/ Attend and Coordinate Service reviews/ Interval Expectation Setting/ Trouble Ticket Escalations
  • Implementation Support; Manage Implementation/ Coordinate Service Activation/ Turn-up/ Service Delivery Escalation/ Work Expedites / Provide Project Management for complex installs
  • Billing Support; Ensure Billing Accuracy/ Perform Billing Corrections and Process Billing Credits/ Process Contract Credits/ Process TLA Charges/ Waivers/ Provide Proactive Credit/ Collections Management/ Aging Reports
  • Sales and SE Support; Manage Customer Relationships/ Support International Engineering and SE/ Assist, Sales & Product to resolve engineering designs.Network Process SME/ Deliver & recommend training/ Work w/ SE on non-CPE orders linked with CPE order
  • Vendor Management ; Ensure close working relationships maintained with main APAC vendors ensure SLAs are met and that costs can be cut whenever applicable/ Operational relationship with all major APAC Carriers, to ensure smooth operations escalations with Carrier Management
  • Engineering and Migration Support; Perform Inventory Management/ Spares & RMA process/ Circuit database and evaluation of current structure evolving into new structure/ MOPS & action plans for migrations and testing of new circuits/ MOPS & action plans for testing all protection protocols with sub carrying vendor networks/ Engineering & Provisioning Support



Education

Bachelors or Equivalent in Business

Requisition #: 210692

EEO Statement

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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More job information
Job ref no. CT3120081-01#2751
Salary
  • N/A
Job Function
Industry
Experience
  • 2 years - 4 years
Career Level
  • Middle management level
Education
  • Degree