職位描述：
最新職位資訊來自 Classy Wheeler Limited 職位為 Customer Service Assurance Manager. If the Customer Service Assurance Manager 職位空缺在 香港 符合您的資格，請直接透過更新後的 Jobkos 招聘門戶提交最新的申請或履歷。
請注意，求職申請並非總是容易的，申請人必須符合公司設定的特定要求。我們希望以下在 Classy Wheeler Limited 職位為 Customer Service Assurance Manager 的職業機會適合您的專業資格。
Leading IT&T services 公司名稱 in 香港
Job Description
Candidate with less experience will be considered as Assistant Manager.
Responsibilities
- Act as a single point of contact for our key customers for all service related issues. Work closely with China Sales Team by providing a service-oriented, customer focus element to ensure customer satisfaction on 公司名稱 products.
- Develop and maintain an up-to-date account service plan which includes but not limited to Account Service Strategy, Network Improvement Plan, Account Profile for improving the overall service quality and customers operational efficiency.
- Establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational / functional parties within 公司名稱.
- Formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA, and proposing any adjustments where necessary.
- Ensure that appropriate operational contacts are identified within the customer’s organization with clear and effective channels of communication defined and understood between customer and 公司名稱 for all day-to-day operational support matters.
- Negotiate and agree with the customer the details of a service quality management system which include measurement systems, reporting systems, early warning indicators, failure thresholds, performance review procedures, control and action processes, and escalation procedures; ensure that where appropriate these are communicated to the operational function points in 公司名稱.
- On a predefined basis, collate and analyze data and information pertaining to the agreed service quality management system, produce reports and distribute these to the customer and relevant function points in 公司名稱.
- Monitor service performance, and proactively formulating and managing service quality and recovery plans, involving other operational function points as appropriate.
- On a predefined basis, conduct formal performance reviews with the appropriate customer personnel, and report on any quality action plans implemented; ensure that these are effectively communicated to the relevant points within 公司名稱.
- Provide a reliable, accessible, and effective escalation point for the customer on any operational matter or project implementation progress; ensure that any requests for invoice rebates against SLA commitment failures are fairly assessed and approved by the Account Manager.
- Establish an effective working relationship with the Account Management team, ensuring that the Account Manager is at all times kept updated on significant situations and plans regarding operational service delivery management for the customer.
- Coordinate with both customers and internal working parties to secure commitment on resources and activities plan.
Job Requirements
- Degree holder with minimum 8 years of Telecom experience, solid experience in customer service management.
- Understanding of data networking including Internet/IP, IPVPN and managed CPE.
- Knowledge of provisioning process, including test and turn up process, experience in troubleshooting service related issues.
- Procession of PMP, ITIL, CCNX would be an advantage.
- Customer-focused, mature, independent and able to work under pressure.
- Strong communication skills and able to communicate all levels of stakeholders.
- Self-motivated and a team player, well-organized.
- Proficiency in spoken and written in both Chinese (including Putonghua) and English.
- Ability to travel for face-to-face meeting with customers and suppliers.
- Familiar with Mainland China culture, or previous exposure in China market would be an advantage.
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工作資料：
- 公司名稱: Classy Wheeler Limited
- 職位: Customer Service Assurance Manager
- 工作地點: 香港
- 國家: HK
如何提交申請：
在閱讀並了解職位資料中說明的入職標準及最低資格要求後， Customer Service Assurance Manager at the office 香港 以上，請立即準備好求職信、履歷表（CV）、畢業證書副本及其他證明文件。請透過下方的「下一頁」連結提交申請。
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