Manager, Client Service (HKN1609231557)

One of the global leader in fighting malicious internet attacks that headquartered in United States, is now seeking a Service Manager to join their post-sales team in Hong Kong.

Responsibilities

• Drive and define process improvement and motivate and lead the team by analyzing systematic issues and managing resources to implement solutions to challenging problems.
• Development and leadership of both relationship and technical account managers to maintain high level of customer satisfaction and working closely with Sales team to increase new opportunities with existing clients.
• Conducting service reviews with customer to identify the satisfaction level and opening of new opportunities for the organization.
• Solving complex customer service issues and proactively manage service trends.
• Develop performance matrix to drive and measure team’s performance
• Carrying out supervisory responsibilities in accordance with company \ department policies and procedures; additional responsibilities including recruitment, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees and effective conflict resolution.
• Identify, drive, and prioritize the development and rollout of functions / tools to streamline service management needs.
• Respond to emergency or crisis situations and work with colleagues to implement temporary and long terms solutions.
• Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
• Collecting and analyzing of data or statistics to identify the customer satisfaction level of the services provided and ensuring service quality in accordance with the agreed service level targets.

Requirements