Huawei Technologies - Customer Service Manager

At Huawei, we define human progress by innovations that enrich humanity. We do not view connectivity as a privilege, but a necessity. We believe that the impact of information and communications technology should be measured by how many people can benefit from it.

Huawei is a leading global ICT solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end capabilities and strengths across the carrier networks, enterprise, consumer, and cloud computing fields. Our products and solutions have been deployed in over 170 countries, serving more than one third of the world's population.

Job description

·         Improve customer service experience, create engaged customers and facilitate organic growth

·         Take ownership of customers issues and follow problems through to resolution

·         Set a clear mission and deploy strategies focused towards that mission

·         Develop service procedures, policies and standards

·         Keep accurate records and document customer service actions and discussions

·         Analyse statistics and compile accurate reports

·         Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

·         Keep ahead of industry’s developments and apply best practices to areas of improvement

·         Control resources and utilise assets to achieve qualitative and quantitative targets

·         Adhere to and manage the approved budget

·         Maintain an orderly workflow according to priorities

Desired Skills and Experience

·         Proven working experience as a customer service manager for smart phone

·         Experience in providing customer service support

·         Excellent knowledge of management methods and techniques

·         Proficiency in English

·         Working knowledge of customer service software, databases and tools

·         Awareness of industry’s latest technology trends and applications

·         Ability to think strategically and to lead

·         Strong client-facing and communication skills

·         Advanced troubleshooting and multi-tasking skills

·         Customer service orientation

·         BS degree in Business Administration or related field

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