Customer Service Director

Huawei
Dubai, UAE

Ref: KP824-188
Huawei

The Role


The Role


To lead the Service Fulfillment Teams to carry out day to day fixed and mobile services provisioning, all the way from sales support, order management, command activation, to customer in-house installation
To lead the Service Assurance Teams to carry out day to day fixed and mobile customer TT diagnosis, as well as customer in-house restoration, identify root causes of each customer TT and formulate service improvement plan in order to improve end to end service performance.
To drive for best processes, practices and operation tools, such as workforce management, to shorten provisioning and restoration time
To ensure all service teams can meet pre-defined SLA with optimal resource utilization
To direct and coordinate different department, such as NOC and SLO, on service provisioning, restoration, and problem fixing so as to ensure high customer experience
To prioritize the resource for VIP customer, Enterprise customer and Consumer customer
To ensure operation logistics and contractors productivity are properly maintained and constantly improved within approved budget.
To ensure subcontractor performance by setting quality guideline and monitoring mechanism so that to facilitate continuous improvement in field operation
To develop team members on technical competency and customer handling skills to meet business needs

Requirements


Requirements


Degree holder in Electronic Engineering, Telecommunication or related disciplines
10 years or above related experience in Telecom industry with solid network and field operation experience
Sound technical knowledge on IT&T technology.
Excellent communication and interpersonal skills
Strong leadership and coordination skills
Strong analytical mind and leadership, self motivated and able to work under pressure
Proficient in English and work experience in GCC

About the Company


About the Company


Huawei is a leading telecom solutions provider, owned entirely by its employees. Through continuous customer-centric innovation, we have established end-to-end advantages in telecom network infrastructure, application & software, devices and professional services. With comprehensive strengths in wireline, wireless and IP technologies, Huawei has gained a leading position in the All-IP convergence age. Our products and solutions have been deployed in over 100 countries and have served 45 of the world's top 50 telecom operators, as well as one third of the world's population.

Huawei' s vision is to enrich people's lives through communication. By leveraging our experience and expertise in telecom sector, we help bridge the digital divide and give people the opportunity to join the information age, regardless of their geographic origin. In order to tackle increasing climate challenges, Huawei has deployed a wide range of green solutions that enable customers to reduce power consumption and carbon emissions, contributing to the sustainable development of the social economy and the environment.
This Position is closed or expired