Assistant Service Management Manager (ToB)

Responsibility

1. Customer Service Policies Development:
(1) Responsible for formulating and improving the customer service policies for ToB customers.
(2) Optimize service processes and customer experience design for ToB business in response to market dynamics and customer needs.
2. Service Management System Construction:
(1) Responsible for planning, constructing, and applying the service management system platform, ucentralizing the management of complaints and alerts, and ensuring timely information delivery.
(2) Evaluate the effectiveness of handling through data dashboard analysis and accountability-driven rectifications, establishing a closed-loop management process.
3. Customer Service Experience Optimization:
(1) Monitor and optimize the ToB customer experience, designing the full process from customer contact to service completion.
(2) Identify and address pain points in the ToB customer experience through customer surveys, data analysis, and other methods.
4. Cross-Departmental Collaboration:
Provide service coordination support and collaborate with relevant departments to facilitate problem resolution and enhance service quality.

Requirements

1. Education: Bachelor's degree or above in telecommunications, computer science, or a related field.
2. Experience: More than 5 years of relevant work experience, preferably in the telecommunications industry.
3. Skills Required:
- Familiarity with enterprise service processes and customer experience design;
- Strong data analysis and problem-solving skills;
- Experience in full-process management and service support for enterprise product is preferred.
4. Language Requirement: Good at both written and spoken English and Chinese.