Senior Account Service Officer

Job Summary

We are looking for a candidate to provide comprehensive after-sales service and support to our corporate customers.  The role involves providing project implementation support, coordinating internal accounts, and delivering high-quality customer service in line with our service level agreements (SLA).  You will play a key role in strengthening customer relationships and ensuring service excellence across designated commercial accounts.

Your role

• Take full accountability for after-sales service delivery for assigned corporate accounts.
• Work closely with Account Managers to provide service-oriented operational support to designated commercial customers.
• Retain, strengthen and enhance long-term customer relationships through effective service management.
• Handle customer enquiries promptly, accurately and professionally via phone, email, WhatsApp and service hotlines.
• Provide customers with easy-to-access and responsive support channels.
• Manage customer complaints and major incidents (eg. network, billing or service issues).
• Investigate and resolve complex or long-standing customer issues in a timely manner.
• Coordinate with internal departments to ensure smooth service delivery and application fulfilment.
• Support account teams with effective order management and service coordination.
• Assist the Unit Manager in managing daily account servicing operations.
• Maintain accurate and up-to-date records of customer interactions, cases, and correspondence.
• Analyse service statistics and performance data to monitor customer service quality and SLA compliance.
• Conduct customer visits and engagement activities as required.
• Proactively propose initiatives to improve customer service standards, processes and operational efficiency.
• Train and coach team members to deliver a consistently high standard of customer service.

To succeed in this role

• University degree with a minimum of 3–5 years’ experience in customer service field (Telecommunications industry experience is preferred).
• Strong communication and problem‑solving skills.
• Good knowledge of company products, services, policies and procedures.
• Well‑organized, proactive and able to work under pressure.
• Customer‑oriented with strong interpersonal and presentation skills.
• Good command of written and spoken English and Chinese (including Mandarin).
• Candidates with more experience may be considered for Senior Account Service Manager position.
• Supervisory skills in managing a team of Account Service Officers will be an advantage.
• Ability to lead and manage a small team to achieve organizational goals.