Customer Service Assurance Manager
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.
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