- Participate in company's marketing projects and share ideas from customer's point of view, ensure the service process and after-sales service could meet customer expectation as well as maintain the accuracy of knowledge base
- Conduct service benchmarking from different aspects to identify service improvement initiatives
- Analyze customer feedback and narrow the gap between intended and actual customer experience; assist Customer Service Manager to deploy strategic plans that drive for cross-departments effort to improve total customer satisfaction
- Innovate new ideas on service workflow and policy as well as expand the online service channel
- Handle general departmental reporting and procedure manual
- Diploma holder or above
- 4 years of relevant customer service experience preferably in telecom industry
- Good interpersonal communication skills, self-motivated and able to work under pressure
- Experience in account servicing/ quality assurance/ project management will be an advantage
- Good command of spoken & written English & Chinese
- Candidate with Less experience would be considered as Customer Service Planning Specialist
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Senior Customer Service Planning Specialist - Hong Kong, 香港 - China Mobile Hong Kong Co. Ltd.
描述
Department: Customer Experience Management
In this position, you will :
To be successful in this position, you should meet the following requirements:
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