Manager, Client Service
Central, Hong Kong

One of the global leader in fighting malicious internet attacks that headquartered in United States, is now seeking a Service Manager to join their post-


  • Drive and define process improvement and motivate and lead the team by analyzing systematic issues and managing resources to implement solutions to challenging problems.
  • Development and leadership of both relationship and technical account managers to maintain high level of customer satisfaction and working closely with Sales team to increase new opportunities with existing clients.
  • Conducting service reviews with customer to identify the satisfaction level and opening of new opportunities for the organization.
  • Solving complex customer service issues and proactively manage service trends.
  • Develop performance matrix to drive and measure team’s performance
  • Carrying out supervisory responsibilities in accordance with company department policies and procedures; additional responsibilities including recruitment, training and motivating employees;
  • planning, assigning and directing work; rewarding and disciplining employees and effective conflict resolution.

  • Identify, drive, and prioritize the development and rollout of functions / tools to streamline service management needs.
  • Respond to emergency or crisis situations and work with colleagues to implement temporary and long terms solutions.
  • Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
  • Collecting and analyzing of data or statistics to identify the customer satisfaction level of the services provided and ensuring service quality in accordance with the agreed service level targets.
  • Degree Holder
  • 8 year’s customer service experience in IT / Telecom industry and / or 3 years of team management experience.
  • Experience in supporting and expanding customers & creating service / support strategies across the varied business cultures in APAC.
  • Experience in handling clients from gaming industry is an advantage.

  • Operations and organization skills in implementing and driving best practices in multi-office cross-functional organizations.
  • Sound knowledge on modern Internet technologies, with demonstrated aptitude for technology at business and technical level.
  • Strong organization and analytical skills.
  • Willing to take up challenges and go the extra mile to deliver excellent customer service by working closely with the respective team managers in resolving customer issues.
  • Outstanding interpersonal skills.
  • Strong written and verbal communication skills, in both Mandarin / Cantonese and English.
  • Proven track record in building positive relationships with customers.
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