Customer Support Quality And Operation Specialist - Chinese Speaker

Empresa tecnológica multinacional, especialista en proveer infraestructura de tecnologías de la información y la comunicación (TIC), equipos de telecomunicación y productos electrónicos de consumo.




Responsibility Description:

- Maintenance Value Presentation Management: Plan and promote value presentation activities, understand organizational policies, communicate and interpret them to front-line teams, and manage quality and case publicity.
- Maintenance Human Resource Management: Track on-site attendance rate, work engagement, capability satisfaction, turnover rate, and manage maintenance staff competency improvement.
- Maintenance Contract Management: Interpret and upload maintenance contracts into the system, track progress, and manage quality.
- Customer Satisfaction Management: Responsible for following up on third-party satisfaction survey issues and implementing improvement actions.
- Department Budget & Work Hour Management: Manage department manpower and work-hour budgeting.
Requirements

Professional Knowledge:

- Experience in operation & maintenance (O&M) management in the telecom industry preferred (e.g., team management, problem handling, network changes, proactive prevention).
- Experience in enterprise IT system O&M or O&M management.
- Experience in customer satisfaction management preferred (e.g., TAC hotline, network maintenance, on-site service, remote support, solution delivery).
Business Skills:

- Proficient in Excel and PowerPoint for data analysis and reporting.
- Able to handle work pressure (e.g., occasional evening work 8?10 PM).
- Strong teamwork and communication skills to coordinate with other departments.
Other Requirements:

- Bachelor?s degree or above in telecommunications or computer-related fields preferred.
- Bilingual in English and Chinese.
- Over 2 years of work experience, preferably in ICT companies, telecom operators, communication equipment vendors, or enterprise network maintenance departments.
- No travel required.