PCCW Limited ( SEHK: 0008) is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses. The Company holds a majority interest in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications...

PCCW Limited ( SEHK: 0008) is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority interest in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. HKT meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sale, outsourcing, consulting, and contact centers.

PCCW also owns a fully integrated multimedia and entertainment group in Hong Kong, PCCW Media. PCCW Media operates the largest local pay-TV operation, now TV, and is engaged in the provision of over-the-top (OTT) video service under the Viu brand in Hong Kong and other places in the region.

Also wholly-owned by the Group, PCCW Solutions is a leading information technology outsourcing and business process outsourcing provider in Hong Kong and mainland China.

In addition, PCCW holds a majority interest in Pacific Century Premium Developments Limited, and overseas investments including the wholly-owned UK Broadband Limited. To learn more about PCCW, please visit www.pccw.com.

Customer Experience Analyst

Job level Middle
Work exp Minimum 5 Years
Education Bachelor Degree
Location Quarry Bay
Employment type Full Time
Benefits Medical plan
Industry Retail - Electronics / Telecommunications
Job function Digital / Web / Mobile > Customer Relationship Management (CRM)
Information Technology > Database Administrator (DBA)
Quality Control / Quality Assurance > Others
Published On 06/10/2017
ref. 10052

Key Accountabilities

  • Customer Data Analysis & Reporting: Conduct analysis on customer data and determine business implication, identify improvement opportunities and potential resolution, as well as develop action plan and drive for execution.
  • Customer Feedback System Support & Maintenance: Support the customer feedback (IT) system development / roll-out / enhancement, including business process design and documentation, testing and implementation.
  • Customer Service Assurance Operation: Review quality of customer issue handling, and drive actions for improvements.
  • Internal Communication: Prepare internal communication of results of customer advocacy program to different parties including frontline staff and business owners.

 

Job Requirements

  • Bachelor Degree required; minimum 5 years of working experience; experienced candidates will be considered for the position of Senior Customer Experience Analyst;
  • Experience in business data and process analysis, knowledge on system implementation in service industry, telecom, banking & financial and consulting industries preferred;
  • Experience in managing multiple tasks and coordination with key stakeholders at different levels in the company;
  • Logical, strong and structured analytical skills to grasp big picture to the required details;
  • Strong team player with independent-thinking; flexible and adaptable to handle different business scenarios;
  • Effective communication in written & verbal English & Chinese;
  • Computer proficiency, in MS PowerPoint, Word, Excel.  Knowledge on Chinese Character input, Access, visio & thinkcell would be an advantage.
  • Fresh graduates will also be considered

For more information on other job opportunities of PCCW, please visit our website at http://www.pccw.com/Careers/Job+Opportunities+%26+Application/Current+Opportunities?language=en_US

PCCW is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies ( http://www.pccw.com/staticfiles/PCCWCorpsite/Terms%20of%20Use/Privacy%20Policy%20Statement/8.1_PCO_POL_02e_Privacy_Policy_Statement.pdf), a copy of which will be provided immediately upon request.
www.pccw.com