Job ref no.: CT3114630-01#6648

Customer Engagement Officer

NOW Communication Company Limited

Job Description

Reporting into the Marketing Director, the suitable candidate will primarily be responsible for understanding what subscribers need and want in order to build a complete journey for them with UC.NOW service, from initial browsing to actual subscription to ongoing usage stimulation and loyalty building.   Key duties will include:

  • Customer Engagement
    • Plan, create and maintain appropriate on-target communication channels and contact points (both online and offline) for UC.NOW with both potential and existing enterprise customers for awareness creation, brand building and service understanding.  Key activities will include:
      • Market & user research to identify changing needs
      • Data analyses
      • Program planning
      • Message development
      • Planning for necessary resources & tools
      • Effectiveness monitoring & corresponding fine-tuning
    • Develop on-target strategies to increase subscription, encourage novel application and overall increased use of UC.NOW  
    • Work with UC.NOW’s sales team to develop and execute appropriate communication programs and sales tools through these channels to support sales activities for market penetration.
  • Customer Experience Assurance
    • Overall assisting subscribers with using UC.NOW to building positive relationship and user experience
      • Support channel(s) and touch-point(s) planning
      • Develop customer service workflow and SLA to track query and request resolution
      • Work with Marketing Team to develop and maintain user documentation, Help Centre tools and other appropriate user training
      • Handle calls/chats requests/emails, etc. coming into
        • info & support
        • Website & social media channels
        • Plan and develop 3rd party resources as required
      • Interface with technical team to follow through on any reported issues that may negatively affect subscribers’ user experience with the service
    • Continously maintain hands-on understanding of  subscribers’ feedback on the service and changes in their business needs, industry/segment specific business workflow and how success is defined to ensure that UC.NOW can meet and exceed their expectations in terms of price-performance ratio, user experience, service availability and on-going support
  • Other ad-hoc projects and support as assigned by the Marketing Director 


  • University graduate with BSc/BA in Business or similar field
  • Minimum 2 years relevant years’ experience in customer service, marketing, marketing communication and/or customer relationship building.  Experience in digital marketing & social media marketing much preferred
  • Excellent interpersonal skills and strong communicator in English, Cantonese and Putonghua a must:  
    • Writing abilities:  message/content drafting.  Script development for digital and CS personnel
    • Oral abilities: inbound & outbound call handling via online chats, phone and face-to-face meetings as necessary)
  • Strong organization and multitasking skills.  Proven problem-solving abilities
  • Customer-oriented approach
  • Sharp business acumen
  • Proactive personality

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More job information
Job ref no. CT3114630-01#6648
  • N/A
Job Function
  • North Point
  • 2 years - 7 years
Career Level
  • Non-management level
  • Degree