职责描述：
•To develop and maintain an up-to-date account service plan which includes but not limited to Account Service Strategy, Network Improvement Plan, Account Profile for improving the overall service quality and customer’s operational efficiency.
•To establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational / functional parties within HKT.
•To formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA, and proposing any adjustments where necessary.
•To ensure that appropriate operational contacts are identified within the customer’s organization with clear and effective channels of communication defined and understood between customer and HKT for all day-to-day operational support matters.
•To negotiate and agree with the customer the details of a service quality management system which include measurement systems, reporting systems, early warning indicators, failure thresholds, performance review procedures, control and action processes, and escalation procedures; ensure that where appropriate these are communicated to the operational function points in HKT.
•On a predefined basis, collate and analyze data and information pertaining to the agreed service quality management system, produce reports and distribute these to the customer and relevant function points in HKT.
•To monitor service performance, and proactively formulating and managing service quality and recovery plans, involving other operational function points as appropriate.
•On a predefined basis, conduct formal performance reviews with the appropriate customer personnel, and report on any quality action plans implemented; ensure that these are effectively communicated to the relevant points within HKT.
•To provide a reliable, accessible, and effective escalation point for the customer on any operational matter or project implementation progress; ensure that any requests for invoice rebates against SLA commitment failures are fairly assessed and approved by the Account Manager.
•To establish an effective working relationship with the Account Management team, ensuring that the Account Manager is at all times kept updated on significant situations and plans regarding operational service delivery management for the customer.
•To coordinate with both customers and internal working parties to secure commitment on resources and activities plan.


任职要求：
•Degree holder in Engineering or related disciplines with 3 years’ working experience, or High Diploma with 6 years’ working experience, in telecommunications services industry.
•Solid experience in customer service management role
•Customer-focused, mature, independent and able to work under pressure
•Strong communication and interpersonal skills
•Proficiency in spoken and written in both Chinese and English

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。