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Senior Manager - Quality Enhancement
Kwai Chung
HKD
+
-
Bachelor's Degree
10+ Years of Experience
Fluent English
Fluent Chinese
Quality Management
Who we're looking for

Want to lead HKBN's service quality team in Hong Kong and Guangzhou?

Who we're looking for

Want to lead HKBN's service quality team in Hong Kong and Guangzhou?

Perks
  • Subsidized learning opportunities
  • Fairly rewarded remuneration
  • Casual wear
  • Free snacks and drinks, massage chair
  • Spacious common area, company canteen, Games Room
Your Role
  • Lead the team in both Hong Kong and Guangzhou to implement the company’s service quality directions and objectives
  • Drive changes to HKBN Quality Management team from reactive Quality Control to proactive Quality Enhancement for customer services and client facing departments
  • Work closely with different departments to improve the overall customer experience
  • Uplift service quality and product knowledge of HKBN by regulating and formulating quality management policy and guidelines, designing programmes and campaigns to improve customer experience throughout their purchasing journey
  • Plan, develop and lead high level trainings for customer services and client facing departments to professionalize presentation and selling skills as well as transforming selling attitude from hard selling to skilful and soft selling
  • Evaluate the effectiveness of various customer experience enhancement projects, make recommendations for improvement and implement approved initiatives to ensure enhanced performance in all customer touch points
  • Lead the team to acquire worldwide recognised certification on Quality Management, e.g.: ISO 9000 and 9001
Requirements
  • Degree holder in any discipline with at least 10 years of relevant experience in servicing industry in which of minimum 5 years in supervisory level
  • Knowledge in telecommunications industry is a plus
  • Excellent leadership, communication and interpersonal skills with customer-focused mindset
  • Strong multi-tasking, organizational and project management skills
  • Good command of spoken and written English and Chinese
  • Proven track record in making a different and enhancing the quality management approaches
  • Qualifications in related discipline of Quality Management is preferable

Office Sneak Peak

HKBN

About

HKBN

Hong Kong Broadband Network Limited is Hong Kong’s leading broadband and telecommunications service provider. We built and own one of the most extensive fibre optic networks in Hong Kong, which now covers over 2.3 million residential homes passed and 2,400 commercial buildings.

HQ - 12,14-16f, Trans Asia Center, 18 Kin Hong Street,
Kwai Chung

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