Service Specialist
2 months ago
**Job Summary**
China Mobile International Limited is seeking a highly skilled Service Specialist to join our team in the Asia Pacific Region, Singapore office. As a key member of our APAC Region Office, you will be responsible for building strong customer relationships and identifying new opportunities to grow our business.
**Key Responsibilities**
- Partner with Account Manager to support, retain, and grow our high-value customers.
- Build strong customer relationships and identify new opportunities from existing customers.
- Serve as the single point of escalation to customers for all aspects of lifecycle support that have not been successfully resolved through normal support processes.
- Assist customers with proper routing for post-sales support and track requests through to completion.
- Monitor and assist in the implementation of Enterprise Service contracts for multiple large Enterprise customers.
- Generate and deliver to customers, as needed, standardized reports available from operational systems to track metrics and performance results.
- Analyze customer complaints, service deterioration, pain points, and make recommendations for improvement of new delivery/post-sales procedures and services.
- Responsible for completing special projects or assignments appointed.
**Requirements**
- Possess at least a Diploma in Engineering, Information Technology, Customer Service, or equivalent.
- Experience in customer service or customer-facing roles.
- Preferably with experience working in Telecommunications or IT Industry.
- Team player with excellent analytical and communication skills.
- Ability to independently discuss options with customers around needs and timeframes, and being able to follow-up timely.
- Proficiency in all Microsoft products (Excel, Word, Outlook, and MS Projects).
- Ability to liaise with Mandarin-speaking associates and customers.
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