Responsibilities:
•Develop and maintain a positive, productive long term working relationships with the customer.
•Serve as a reliable, accessible and effective escalation point for the customer on any operational issue -including after-hours support via mobile
•Conduct Service Review by meeting with customer to review service performance and any operational service issues. Proactively ensure services meet or exceed customer’s expectations
•Awareness of daily operational problems and proactively drive them to resolution
•Work closely with the Global Services Operations Center (NOC) to drive any service related issues through to resolution
•Escalate to regional supplier in order to facilitate timely resolution to service disruptions. This may include setting up regular service review meetings with the in-country supplier in order to drive for service improvement
•Follow up with customer after service outage to ensure that service is fully operational and back to normal. Facilitate and create a service improvement plan with a preventative action plan for the customer
•Maintain an up to date change management and customer communication work flow in order to ensure information is up to date within the PCCW Operations team and customer’s organization
•Contribute to the bid process by assisting in providing detailed information on service management processes
•Participate in meetings with potential new customers to present on PCCW Global Service Management support and overall operational support structure

Requirements:
•At least 5 years of Telecom experience as a Customer Service Manager with a strong customer service background
•Understanding of Data networking including VSAT, Internet/IP, IPVPN and managed CPE
•Knowledge of the provisioning process, as well as understanding of the test and turn up process
•Experience in troubleshooting service related issues
• Vendor Management experience is preferred
•Proven track record successfully supporting multinational and international customer base
•Proven ability to assess problems and situations independently and respond decisively/appropriately
•Well-organized, self-motivated and a team player
•Established communicational channels with in-country & local vendors/suppliers
•Capable of managing customer relationships and individual engagements with a strong focus on excellence
•Able to travel for face-to-face meetings with customers and suppliers
•Excellent communication skills and ability to positively interact with individuals at all levels of an organization, in both English & Chinese; Multi-lingual a plus

电讯盈科有限公司（PCCW Limited）（香港联合交易所上市代号：0008）是HKT集团控股有限公司（HKT）的控股公司，而HKT则是香港首屈一指的电讯商，也是世界级资讯及通讯科技公司。电讯盈科亦持有盈科大衍地产发展有限公司的大部分股权以及包括全资附属公司UK Broadband Limited的海外投资。
PCCW/HKT率先为香港带来 四网合一 的新体验，提供一系列跨越固网、宽频互联网、电视及流动通讯四个平台的创新媒体内容及服务。此外，本集团在致力满足本地及国际商界的先进需要之余，亦为网络商提供领先的技术服务，并承办公营及私营机构的大规模外判资讯科技项目。
为配合中国区的业务发展，以下业务单位诚邀有信心活力、渴望寻求自我发展机会的优秀人才加入。