Senior Customer Service Planning Specialist
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 :

  • Assist the Assistant Customer Service Planning Manager for project planning and coordination
  • Conduct service benchmark and data analysis to drive for total service improvement
  • Study various mobile, family and Corp service in the market to update intranet in a timely and accurate manner as well as leverage such knowledge to Frontline staff
  • Perform regular service audit and initiate programs to evaluate external vendors and internal parties that drive for workflow and system enhancement
  • Create, implement and execute Customer Experience Management initiatives to improve customer experience as well as expand contact channels (such as social network, mobile apps etc).
  • Initiate and develop new policy and procedure and conduct after-action review
  • Handle general departmental reporting and procedure manual
  • To be successful in this position, you should meet the following requirements :

  • Diploma holder or above
  • At least 4 years’ relevant customer service experience preferably in telecom industry
  • Good interpersonal communication skills, self-motivated and able to work under pressure
  • Experience in account servicing or project management will be an advantage
  • Hands-on experience in Frontpage and other graphical software is preferable
  • Good command of spoken & written English & Chinese
  • 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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