Description
Customer Care Process Specialist
Department: Assurance & Managed Services Department
Job Description
- Responsible for development of Customer Care Assistance (Tier 1, Tier 2 in Customer Care and Tier 3 in Operation) plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre
- Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
- Prepare and update design documentation
- Drive resolution of customer care issues/complaint through effective process measurement designs
- Sponsor best practices
- Provide training to service partners.
Professional Related Working Experience
- Thorough understanding of subscriber complain process in operators' environment
- Strong understanding of pain points and assessment KPIs in mobile Customer Care domain
- Knowledge of mobile service call flows, eg Voice call, SMS, prepaid and data services
- At least 5-8 years experience in operators' environment, preferably in Customer Care department
Qualification Requirements
- Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
- Language Skills: English & Chinese
Competencies
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Able to work independently with minimum supervision and is resourceful
- Ability to conduct cost/benefit analysis, modelling techniques and methods
- Self-motivated and ability to work under pressure
- Good interpersonal skills
- Reliability and strong organizational skills are a must
- Strong attention to detail
- Ability to prioritize multiple tasks to completion
- Exhibiting initiative in achieving company goals and objectives
- Good working attitude and analytical skills
- Proficient in Microsoft Office