About this role
<p><strong><span>Job Summary</span></strong></p> <p> </p> <p>We are looking for a candidate to provide comprehensive after-sales service and support to our corporate customers. The role involves providing project implementation support, coordinating internal accounts, and delivering high-quality customer service in line with our service level agreements (SLA). You will play a key role in strengthening customer relationships and ensuring service excellence across designated commercial accounts.</p> <p><strong> </strong></p> <p><strong> </strong></p> <p><strong><span>Your role</span></strong></p> <p><strong> </strong></p> <ul> <li>Take full accountability for after-sales service delivery for assigned corporate accounts.</li> <li>Work closely with Account Managers to provide service-oriented operational support to designated commercial customers.</li> <li>Retain, strengthen and enhance long-term customer relationships through effective service management.</li> <li>Handle customer enquiries promptly, accurately and professionally via phone, email, WhatsApp and service hotlines.</li> <li>Provide customers with easy-to-access and responsive support channels.</li> <li>Manage customer complaints and major incidents (eg. network, billing or service issues).</li> <li>Investigate and resolve complex or long-standing customer issues in a timely manner.</li> <li>Coordinate with internal departments to ensure smooth service delivery and application fulfilment.</li> <li>Support account teams with effective order management and service coordination.</li> <li>Assist the Unit Manager in managing daily account servicing operations.</li> <li>Maintain accurate and up-to-date records of customer interactions, cases, and correspondence.</li> <li>Analyse service statistics and performance data to monitor customer service quality and SLA compliance.</li> <li>Conduct customer visits and engagement activities as required.</li> <li>Proactively propose initiatives to improve customer service standards, processes and operational efficiency.</li> <li>Train and coach team members to deliver a consistently high standard of customer service.</li> </ul> <p> </p> <p> </p> <p><strong><span>To succeed in this role</span></strong></p> <p><strong> </strong></p> <ul> <li>University degree with a minimum of 3–5 years’ experience in customer service field (Telecommunications industry experience is preferred).</li> <li>Strong communication and problem‑solving skills.</li> <li>Good knowledge of company products, services, policies and procedures.</li> <li>Well‑organized, proactive and able to work under pressure.</li> <li>Customer‑oriented with strong interpersonal and presentation skills.</li> <li>Good command of written and spoken English and Chinese (including Mandarin).</li> <li>Candidates with more experience may be considered for Senior Account Service Manager position.</li> <li>Supervisory skills in managing a team of Account Service Officers will be an advantage.</li> <li>Ability to lead and manage a small team to achieve organizational goals.</li> </ul>