Service Manager (Mandarin/Cantonese Speaker)

The Service Manager provides a consistent interface to our key customers for all elements of the service and ensures that actions are taken within the client to drive improved customer satisfaction. This Service Manager position will be managing a higher number of designated global strategic Multinational Customers, however the role has been adapted to be primarily reactive in content. The SM will be expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times and the SM will work with other teams to drive all customer issues to completion and to increase customer satisfaction.

Key aspects of the role include.

- Communicating with the customer and internal functions as required

- Customer Escalation point for all maintenance, provisioning, and billing aspects of the customers service

- Providing assistance in client revenue management

- Provide expert knowledge of operational support models

- Ability to work under pressure and when required outside business hours.

- Initiating continuous improvement cycles and tracking to resolution.

- Having a good understanding of your customers? network and any critical business usage to enable fact-based decision-making during problem management.

- Office based although business travel at short notice may be required.

Skills and Experience:

- Fluency in English, (both written and verbal))

- Fluency in Mandarin (both written and verbal)

- Strong interpersonal skills

- Ability to multitask in a complex environment and deliver to timescales.

- Good technical awareness or experience is preferred

- Good knowledge of office tools (Excel, Word, PowerPoint)

- Good understanding of the client Business portfolio and technology.

- Familiar with financial terminology, contracts, invoicing, Service Level Agreements

- Good presentation skills

- Sufficient seniority to interact at senior levels within the organizations and at technical and supervisory level at the customer.

- Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful.

- Understanding of geographical and cultural, human and business differences.

- Ability to work in isolation and on own initiative in highly pressured situations.

- At least 2 years’ experience in a global network service role.

- Previous customer facing experience is an advantage