项目经理/主管

Job Summary： Responsible for providing leadership in the areas of strategic direction and objectives, establishing the customer services strategies, and problem resolution in claims/customer complaints. And also for planning, directing, coordinating and budgeting, usually through subordinate supervisory personnel, activities concerned with the construction and maintenance of structures, facilities, and systems. Participants in the conceptual development of a construction project to oversee its organization, scheduling and implementation until its successful commissioning. And this person will be an Expert and will give advice, guidance and monitor the network. And also he needs to set up the Quality system and procedure. Duties and Responsibilities： Render strategic support role for the customer service team. Work with broader team of Technical and Finance to devise overall strategic direction. Develop and refine policies and strategies for targeted customers. Provide leadership and ensure the implementation of Customer Service Strategies, Policies, Process and Targets. Responsible for sourcing potential customers and develop long-term relationship. Manage and develop Customer Software, internally or in relation with outsourcing companies. Manage Customer Service Agencies; hire new staff when necessary. Analyze statistics (key indicators) and define methods of improvement. Prepare and submit budget estimates, progress and cost tracking reports. Monitors the quality of the water produced, distributed, collected and discharged. Plans network maintenance; proposes and implements new technologies to improve network operation and maintenance. Supervises the reactivation of the network after maintenance operations. Optimizes costs and time frames by improving network procedures and working instructions. Analyses network performance (Non Revenue Water, …); defines strategies. Ensures the reporting. Represents the company to internal and external contacts to discuss and resolve matters such as work procedures, complaints, and construction problems. Ensures that environmental, health & safety policies and procedures are implemented and applied in his/her activities. Requirements： Degree holder or above in Business Studies / Marketing or in Chemistry / Applied Sciences / Environmental / Mechanical / Electrical & Electronics Engineering or equivalent At least 10 – 20 years of relevant experience in senior consulting or customer service in a call centre operation and network support within the public utility corporation Knowledge of water service facilities is an added advantage Ability to access customer needs and market trends and to translate this assessment into workable strategy Strong people management skill and capable of improving and developing your staff customer interface skills to provide the highest standard service in customer relations Fluency in both written and spoken English and Mandarin Mature, enthusiastic and able to work with people from all walks of life Ability to work independently and under pressure