Responsibilities:

• Take charge to the operation delivery and uplift telecom services and IT solutions subscribed by VIP corporate customers;
•  Deliver top-notch customer service to the customers assigned and manage the customer relationship to ensure overall satisfaction, serve as a trusted advisor by understanding customer needs and building long term relationships;

• Lead the rollout of new service, solution, service revamp or improvement programs with project teams and internal functional teams

• Work closely with customers to identity business opportunities, with a clear target to expand service portfolio and uplift customer experience;
• Liaise with internal business functions and external vendor & partners in developing insightful solutions,  service revamp or improvement programs to customers;
• Handle change management. Maximize operational efficiencies and productivity;
• Oversee operational KPI, incident reporting and service reviews. Ensure achievement of SLAs and progress in Continual Service Improvement Plan;
• Work tightly with service teams to identify operation risks and proactively mitigate them;
• Prioritize and drive resolution on escalated incident or customer issues;
• Act as prime focal on any service changes and contract change where applicable;
• Prepare customer contract, agreement and related documents.

Requirements:

• Degree holder in Computer Science or related discipline;
• Minimum 6 years relevant supervisory experience;
• Solid experience in IT consulting  / account management / project management / service delivery preferred;
• Demonstrable experience for handling problem resolution and escalation management at both the business owner and executive levels;
• Holder of IT Professional certifications will be an advantage;
• Strong network with SI and IT service providers;
• Customer oriented with strong sense of ownership and accountability;
• Ability to engage at C-Level executives;
• Proven ability to motivate, inference and collaborate with various business functions;
• Strong analytical skill and high sensitivity to figures, trends and patterns;
• Self-driven in improvement and learning new technologies;
• Supreme accuracy and attention to details;
• Ability to work under stress and tight deadline;
• Excellent for both written and spoken Chinese and English, and proficient in Mandarin is essential.

We offer competitive salary package and career development opportunity. Free company coach is provided.  Interested parties, please quote our reference number and apply with full resume, present and expected salary, by clicking “APPLY NOW”. 

We are an equal opportunity employer and welcome applications from all qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of your application for the relevant post within HGC Global Communications Limited. Personal data provided by job applicants will be used strictly according to our Personal Information Collection Statement, a copy of which will be available upon written request. Information of unsuccessful candidates will be destroyed within six months.

HGC Global Communications Limited (HGC) is a leading Hong Kong and international fixed-line operator. We own an extensive network and infrastructure in Hong Kong and overseas and provide various services. Our business covers 23 overseas offices in 5 continents, provides telecom infrastructure service to other operators and serves as a service provider to corporate and households. We provide full-fledged telecom, ICT solutions, data centre and broadband services for local, overseas, corporate and mass markets. We own and operate an extensive fibre-optic network, five cross-border telecom routes integrated into tier-one telecom operators in mainland China and connect with hundreds of world-class international telecom operators. Macroview Telecom Limited, a leading digital technology and IT infrastructure solutions provider is a HGC Group Company.