Manage the client on-boarding process for smooth completion within the agreed timeline.
Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed.
Deliver training to clients in preparation for handover before service activation.
Facilitate interaction between internal stakeholders and customers to organize and execute plans.
Proactively drive the resolution of incidents, planned / unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
Motivate and provide guidance and support to the team by analyzing systematic issues and better managing resources to streamline service management needs.
Conduct regular service reviews with customer to evaluate the satisfaction level, collect feedbacks from client, and explore new opportunities for the organization.
Collect and analyze data / statistics for periodically review and ensure that the agreed service-level targets that agreed with client are met .
Work closely with Technical Account Manager and Network Security Specialist to maintain customer satisfaction in a high level
Work closely with Sales Team to increase new opportunities with existing clients.
Set the vision, direction, and culture of his / her team by managing individual and team performance expectations and goals with customer service quality in mind.
Degree holder or above
8 year’s customer service experience in IT / Telecom industry and / or 3-5 year related experience on account management role in B2B environment
Experience in supporting and expanding customers & creating service / support strategies across the varied business cultures in APAC.
Proven track record in building positive relationships with customers.
Experience in handling clients from FSI 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, as well as a deep understanding of mutual goals and individual issues;
Ability to overcome complex organization structure and establish good relationship with influencer and decider.
Time management skills are also necessary to juggle what will likely be an inconsistent and fluid schedule.
Strong written and verbal communication skills, in both Mandarin / Cantonese and English.
One of the Global Network Service Provider that provides network / internet security solutions, is now seeking IT Service Manager to join their team in Hong Kong.