Account Service Manager

Your role

· Handle and follow up customer enquiries and complaints in a professional and timely manner to achieve service excellence

· Develop and maintain up-to-date account service plan including Customer Account Profile, Account Service Strategy and Service Improvement Plan for improving the overall service quality and customer’s operational efficiency

· Formulate, in conjunction with the customer, the key service quality indicators in formal SLA

· Monitor service performance, proactively manage service quality and formulate service recovery plans, involving other operational functions as appropriate

· Establish effective working relationship with internal teams on service delivery management for customers

To succeed in this role

· Higher diploma or above with 5 years’ relevant work experience

· Solid experience in B2B customer service and operation management is preferable

· Good interpersonal, communication and planning skills

· Energetic and well-organized with strong analytical mindset

· Good PC skills, familiar with MS Office is an advantage

· Good command of both spoken and written English & Chinese