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

電訊盈科有限公司（PCCW Limited）（香港聯合交易所上市代號：0008）是HKT集團控股有限公司（HKT）的控股公司，而HKT則是香港首屈一指的電訊商，也是世界級資訊及通訊科技公司。電訊盈科亦持有盈科大衍地產發展有限公司的大部分股權以及包括全資附屬公司UK Broadband Limited的海外投資。
PCCW/HKT率先為香港帶來 四網合一 的新體驗，提供一系列跨越固網、寬頻互聯網、電視及流動通訊四個平臺的創新媒體內容及服務。此外，本集團在致力滿足本地及國際商界的先進需要之余，亦為網絡商提供領先的技術服務，并承辦公營及私營機構的大規模外判資訊科技項目。
為配合中國區的業務發展，以下業務單位誠邀有信心活力、渴望尋求自我發展機會的優秀人才加入。