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
Discretionary Performance bonus