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Senior Manager, Network Quality and Customer Experience Assurance at hktservice

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

0.0

Posted On

22 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Network Services, Complaint Analysis, Management Support, Performance Management, Service Quality Improvement, Collaboration, Engineering, IT, Communication, Customer Relationship Management, Self-Motivated, Team Player, English, Cantonese, Mandarin

Industry

Software Development

Description

Your Role Oversee and address customer complaints across multiple channels related to mobile network services, including conducting in-depth complaint analysis and providing management support for VIP complaints Review network performance (RAN and Core), monitor key metrics (KPI/KQI), and manage trouble tickets Develop and implement service quality improvement strategies Collaborate with other Business Units to facilitate defining the selling strategy To Succeed in the Role Bachelor's Degree in Engineering / IT / Communication / Customer Relationship Management or related disciplines with min. 10 years’ relevant working experience Experience in RAN / Core performance management will be an advantage Self-motivated and able to act as a team player Good command in English, Cantonese and Mandarin Work Location: Hong Kong We offer competitive salary package with attractive benefits, including no less than 14 days Annual Leave, Medical Insurance and Discretionary Bonus. If you have the desire for an exciting and rewarding career, please click APPLY NOW or apply by sending your resume immediately to HKT-EngineeringHR@pccw.com, quoting your present and expected salary. HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies (www.hkt/privacy-statement), a copy of which will be provided immediately upon request.

Responsibilities

Oversee customer complaints related to mobile network services and conduct in-depth complaint analysis. Review network performance, monitor key metrics, and develop service quality improvement strategies.