Assistant Customer Service Planning Manager
China Mobile Hong Kong Co. Ltd.
Hong Kong

CHINA MOBILE HONG KONG COMPANY LIMITED ("CMHK") is the wholly-owned subsidiary of China Mobile Limited (HKEx : 941) (NYSE : CHL), which ranks 65th on the Fortune Global 500.

Our company strives to offer superior service experience and to become the preferable digital partner for customers. We are preserving an environment with trust, responsibility and caring.

At CMHK, we commit to maximizing people’s potential and paving the way toward success for every striver. We are now inviting high caliber professional to join us.

Department : Customer Service Planning Department

In this position, you will :

  • Supervise a team of Customer Service Planning Specialists to perform program logistics arrangement, system enhancement and training arrangement
  • Initiate plan and led the team to execute in order to uplift the overall customer experience internally and externally
  • Assist Manager on project planning and coordination and continuously improve efficiency of the team
  • Responsible for IVRS, Knowledge base system updating and enhancement in a timely and accurate manner
  • Conduct data analysis and initiative automation and system enhancement as well as AI project, etc
  • Coordinate with other departments in any logistics issue arise from launch of new Policy and Procedure of any products and services, liaise with other departments to review the existing product and services from time to time to ensure service quality.
  • Work with Learning & Development Department to arrange CEM system training for new joiners
  • Assist Assistant Manager / Manager to prepare various management reports
  • To be successful in this position, you should meet the following requirements :

  • Bachelor’s degree in Business Management or related disciplines
  • At least 5 years of CS experience which at least 1 year in supervisory level, preferably in Telecom Industry / E-commerce background
  • Good analytical power and meticulous, strong interpersonal and communication skills, able to work under pressure
  • Hands-on experience in PC operation (e.g. : MSWord, excel, Powerpoint, Frontpage and other graphical software)
  • Good command of spoken & written English & Chinese including Putonghua; good correspondence and report writing skill is a must
  • Occasional travel is required
  • When you work :
  • 5 days work
  • 5 days work
  • 8 hours / day
  • What you enjoy :
  • Double pay
  • Double pay
  • Discretionary Performance bonus
  • Life insurance
  • Medical insurance
  • Meal allowance
  • Education subsidies
  • Birthday gift
  • Marriage leave
  • Birthday leave
  • Staff discount
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