Senior Account Service Officer
Job Summary
We are looking for a candidate to provide comprehensive after-sales service and support to our corporate customers. The role involves providing project implementation support, coordinating internal accounts, and delivering high-quality customer service in line with our service level agreements (SLA). You will play a key role in strengthening customer relationships and ensuring service excellence across designated commercial accounts.
Your role
Take full accountability for after-sales service delivery for assigned corporate accounts.
Work closely with Account Managers to provide service-oriented operational support to designated commercial customers.
Retain, strengthen and enhance long-term customer relationships through effective service management.
Handle customer enquiries promptly, accurately and professionally via phone, email, Whats App and service hotlines.
Provide customers with easy-to-access and responsive support channels.
Manage customer complaints and major incidents (eg. network, billing or service issues).
Investigate and resolve complex or long-standing customer issues in a timely manner.
Coordinate with internal departments to ensure smooth service delivery and application fulfilment.
Support account teams with effective order management and service coordination.
Assist the Unit Manager in managing daily account servicing operations.
Maintain accurate and up-to-date records of customer interactions, cases, and correspondence.
Analyse service statistics and performance data to monitor customer service quality and SLA compliance.
Conduct customer visits and engagement activities as required.
Proactively propose initiatives to improve customer service standards, processes and operational efficiency.
Train and coach team members to deliver a consistently high standard of customer service.
To succeed in this role
University degree with a minimum of 3–5 years’ experience in customer service field (Telecommunications industry experience is preferred).
Strong communication and problem‑solving skills.
Good knowledge of company products, services, policies and procedures.
Well‑organized, proactive and able to work under pressure.
Customer‑oriented with strong interpersonal and presentation skills.
Good command of written and spoken English and Chinese (including Mandarin).
Candidates with more experience may be considered for Senior Account Service Manager position.
Supervisory skills in managing a team of Account Service Officers will be an advantage.
Ability to lead and manage a small team to achieve organizational goals.
