Responsibilities:
? Develop?and?maintain?a?positive,?productive?long?term?working?relationships?with?the?customer.
? Serve?as?a?reliable,?accessible?and?effective?escalation?point?for?the?customer?on?any?operational?issue?-including?after-hours?support?via?mobile
? Conduct?Service?Review?by?meeting?with?customer?to?review?service?performance?and?any?operational?service?issues.?Proactively?ensure?services?meet?or?exceed?customer’s?expectations
? Awareness?of?daily?operational?problems?and?proactively?drive?them?to?resolution
? Work?closely?with?the?Global?Services?Operations?Center?(NOC)?to?drive?any?service?related?issues?through?to?resolution
? Escalate?to?regional?supplier?in?order?to?facilitate?timely?resolution?to?service?disruptions.?This?may?include?setting?up?regular?service?review?meetings?with?the?in-country?supplier?in?order?to?drive?for?service?improvement
? Follow?up?with?customer?after?service?outage?to?ensure?that?service?is?fully?operational?and?back?to?normal.?Facilitate?and?create?a?service?improvement?plan?with?a?preventative?action?plan?for?the?customer
? Maintain?an?up?to?date?change?management?and?customer?communication?work?flow?in?order?to?ensure?information?is?up?to?date?within?the?PCCW?Operations?team?and?customer’s?organization
? Contribute?to?the?bid?process?by?assisting?in?providing?detailed?information?on?service?management?processes
? Participate?in?meetings?with?potential?new?customers?to?present?on?PCCW?Global?Service?Management?support?and?overall?operational?support?structure
Requirements:
? At?least?5?years?of?Telecom?experience?as?a?Customer?Service?Manager?with?a?strong?customer?service?background
? Understanding?of?Data?networking?including?VSAT,?Internet/IP,?IPVPN?and?managed?CPE
? Knowledge?of?the?provisioning?process,?as?well?as?understanding?of?the?test?and?turn?up?process
? Experience?in?troubleshooting?service?related?issues
? ?Vendor?Management?experience?is?preferred
? Proven?track?record?successfully?supporting?multinational?and?international?customer?base
? Proven?ability?to?assess?problems?and?situations?independently?and?respond?decisively/appropriately
? Well-organized,?self-motivated?and?a?team?player
? Established?communicational?channels?with?in-country?&?local?vendors/suppliers
? Capable?of?managing?customer?relationships?and?individual?engagements?with?a?strong?focus?on?excellence
? Able?to?travel?for?face-to-face?meetings?with?customers?and?suppliers
? Excellent?communication?skills?and?ability?to?positively?interact?with?individuals?at?all?levels?of?an?organization,?in?both?English?&?Chinese;??Multi-lingual?a?plus