Customer Support Director

Job Description:
Telecommunications company

Responsibilities:
· Accountable for prudent M&P development, documentation and implementation for Consumer operations to support new promotions/products/services/systems rollout.
· Provision of support systems which enhance service delivery performances and control management by: (i) providing system requirements and (ii) proper conduct of UAT and signoff.
· Responsible for new policies, products, services and promotions are launched with the highest possibility of success in terms of customer service delivery & operations in Consumer Operations
· Responsible for the provision of operational support to the Consumer Operations, Sales and Retail frontline on M&P matters and Operational Matters
· Responsible for the conduct of briefing & call conference on new products and system roll-outs to Front liners.
· Ensure availability & robustness of eCare and provide high level of IS support.
· Accountable for rollout of all support systems & changes on Clarify policies & CRM
· Responsible for proper administration of Consumer Operations owned applications i.e. creation & maintenance of user ids & access rights and data flow from Kenan to ICON
· Accountable for efficient administration of all UCRs & PCRs related to all systems used by Consumer Operations
· Responsible for and own the business contingency process
· Manage & motivate the team in face of the fast moving and challenging product & promotion rollout environment.

Requirements:
Degree with established university
Minimum 10 years of relevant working experience in Telco/ IT background
Proven track record of leadership and communication skills
Good understanding of Telecommunications/ IT services and solutions
Keen interest in technology
Passion for customer service and strong in customers’ focus (including internal customers)

If you are a good team player who meets the requirements of the above position, please email a detailed resume in MS Word format with your current photo to:
lance.guo@wisenetasia.com and cc: career@wisenetasia.com