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.
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.