Detail - Careers

Duties

Complaint Management and Root Cause Analysis:
Supervise and guide the complaint handling team in handling customer complaints promptly and professionally
Investigate customer complaints, gather relevant information, and analyze root causes to identify appropriate solutions
Team Leadership and Development:
Investigate customer complaints, gather relevant information, and analyze root causes to identify appropriate solutions
Identify training needs and coordinate training programs to enhance the team's skills and knowledge
Operational Excellence:
Assist to develop and execute strategies to enhance customer experience
Monitor and improve operational indicators related to complaint resolution time, customer feedback, and issue recurrence

Requirements

Bachelor’s degree in a relevant field such as Business Administration, Marketing, or Customer Service
Strong background in customer service operations, preferably in Customer Service / Complaints handling for at least 10 years. Telecommunication experience is a plus
Good mobile and broadband knowledge
Work under high pressure and have excellent leadership skills with the ability to motivate and inspire a high-performing teams
Excellent communication skills to effectively interact with stakeholders at all levels
Ability to collaborate and build effective relationships with stakeholders at all levels
Strong problem-solving and decision-making abilities on finding effective solutions for complex customer issues and operational challenges
Excellent command of English and Chinese (written and spoken) including Putonghua