Customer Care Process Specialist Chinese Speaking

Name of Job Vacancy:

CUSTOMER CARE PROCESS SPECIALIST

Department: Assurance & Managed Services Department

JOB DESCRIPTION

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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
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Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
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Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
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Prepare and update design documentation
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Drive resolution of customer care issues/complaint through effective process measurement designs
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Sponsor best practices
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Provide training to service partners.

PROFESSIONAL RELATED WORKING EXPERIENCE

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Thorough understanding of subscriber complain process in operators' environment
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Strong understanding of pain points and assessment KPIs in mobile Customer Care domain
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Knowledge of mobile service call flows, eg Voice call, SMS, prepaid and data services
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At least 5- 8 years experience in operators' environment, preferably in Customer Care department

QUALIFICATION REQUIREMENTS

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Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
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Language Skills: English & Chinese

COMPETENCIES

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Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
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Able to work independently with minimum supervision and is resourceful
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Ability to conduct cost/benefit analysis, modelling techniques and methods
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Self-motivated and ability to work under pressure
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Good interpersonal skills
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Reliability and strong organizational skills are a must
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Strong attention to detail
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Ability to prioritize multiple tasks to completion
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Exhibiting initiative in achieving company goals and objectives
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Good working attitude and analytical skills
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Proficient in Microsoft Office