China Mobile International Limited (CMI), a wholly-owned subsidiary of China Mobile Limited, is one of the largest global telecommunication operators in the world. Listed on the New York Stock Exchange (NYSE:CHL) and The Stock Exchange of Hong Kong Limited (HKEx: 0941); we are headquartered in Hong Kong...

China Mobile International Limited (CMI), a wholly-owned subsidiary of China Mobile Limited, is one of the largest global telecommunication operators in the world. Listed on the New York Stock Exchange (NYSE:CHL) and The Stock Exchange of Hong Kong Limited (HKEx: 0941); we are headquartered in Hong Kong for international business with 20+ country bases across the world.

CMI provides a full range of Telecommunication services, ICT and Internet services for the enterprise and carrier wholesales market, including IDD, roaming, Internet, MNC services and Value Added Business.

Customer Experience Operation Manager, MVNO (Ref: CMIJD-1017-CEOMMBHK)

Job level Middle
Education Not applicable
Location
Kwai Hing
Employment type Full Time
Benefits 13-month pay, 5-day week, Dental plan, Insurance plan, Medical plan, Performance bonus
Industry Telecommunications
Job function Administration > Administration / Operation Manager
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 31/10/2019

Responsibilities:

  • Be the champion of our Global mobile operation, coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience. Lead and manage functions of customer service hotline, channel operation, logistic operation, etc.
  • Prepare and manage different workflow to ensure smooth business operation. Manage different touchpoint to ensure a consistent brand exposure and service experience
  • Define customer policy and procedure according to different market environment, continue enhancement based on customer and operation feedback
  • Responsible for NPS and customer churn, churn analysis and prevention through policy and workflow enhancement
  • Define, measure and ensure customer satisfaction across different stages of customer journey
  • Maximize operation efficiency through process automation and digital services support
  • Provide different management reports to reflect operation preparation progress and performance

 

Requirements:

  • Degree holder with corporate customer service experience, preferably in services management in telecom or IT industry
  • Around 7+ years of experience in telecommunication industry
  • Expert in Telecom operation and workflow management. Understand functionality and KPI of different departments. Proven experience in setting up new workflow and process which lead to a smooth operation of new business. Able to prepare different customer policy with paying attention to details.
  • A good communicator and observer. Equipped with Global vision and respects to different culture. Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills. Willing to travel occasionally.
  • Proficiency in English and Chinese writing. Good command of English and Cantonese, with Mandarin a definite advantage

 

Interested parties please send your full resume with current & expected salary via Please indicate the reference number in the subject line.

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