ABOUT US

Cocoa Oriental Network is a leading ICT service provider dedicated to providing high-quality end-to-end WAN solutions and integrated IT network services in Mainland China, Taiwan and Hong Kong.

Drawing on our rich breadth of expertise and extensive resources throughout Greater China, we help our customers optimize their network connectivity and infrastructure management to accelerate their business success and empower new competitive strengths.

Our services are fully compliant with the latest international telecom service standards and all telecom licenses in China. To date, we have successfully delivered many large-scale WAN projects for international Tier 1 and Tier 2 carriers, and implemented over 4,000 Leased Circuit enterprise endpoints across the region.

Total Service Assurance with Recognized Industry Qualificaitons

Local Licenses

HKCA

Services Based Operator License

Japan Ministry of Internal Affairs and Communications

Registered Telecoms Carrier ( A-01-17591 )

MIIT

IP VPN License

Fix Network Data Transfer License

Conference License (cooperated)

ISP License

IDC License (cooperated)

Cloud Computing License (cooperated)

IMDA of Singapore

Services Based Operator License

ISO Certifications

ISO/IEC 20000-1:2018

ISO 9001:2015

ISO/IEC 27001:2013

ISO 14001:2015

ISO 45001:2018

Our Core Values

Cocoa Oriental Network is committed to delivering ICT services to customers all over the world guided by its four core business values:

Customers come first.

We deliver tailored services to our customers based on their specific business needs and circumstances.

Talent is the key to our success.

We dedicate significant effort and resources to developing a talented and well-equipped workforce that is the best of its kind in the industry.

Infrastructure is at the heart of what we do.

We provide global ICT services using a state-of-the-art, high-performance infrastructure that is continuously being enhanced and modernized.

Innovation is the future.

We believe innovation is the path to your success. That’s why we’re committed to always investing in new technologies, research and development to ensure that we remain at the forefront of the ICT industry.

Join Us

Cocoa Oriental Network is insisting on building a solid team and growing with the team members. Join us now! Let's work together and win a big future.

Customer Service Manager

Are you a passionate leader with a knack for delivering exceptional customer experiences in telecom industry? CoCoa Oriental Network Limited, a leading telecommunications and ICT services provider in Hong Kong, is expanding our team and seeking a dynamic Senior Customer Service Manager (CSM) to drive our customer-centric initiatives forward!

Key Responsibilities:

Oversee and address customer complaints across multiple channels related to mobile network services, including conducting in-depth complaint analysis and providing management support for VIP complaints
Collaborate with cross-functional teams, including commercial, operation, and technical support teams, to resolve complex issues.
Lead and mentor a team of customer service representatives and network engineer in China to ensure high-quality support across phone, chat, email, and in-person channels.
Develop and implement strategies to improve customer satisfaction, retention, and resolution times.
Analyze customer feedback and metrics to identify trends and optimize internal processes and standards.
Drive innovation in customer service tools and technologies to enhance efficiency.
Review network performance (RAN and Core), monitor key metrics (KPI/KQl), and manage trouble tickets
Collaborate with other Business Units to facilitate defining the selling strategy

Requirements:

Bachelor's degree in Business, Communications, or a related field.
At least 5 years of experience in customer service management and technical support , preferably in telecom, service integrator or tech sectors.
Familiar with internet, transmission and IP network is a plus.
Proven track record in team leadership, with strong interpersonal and problem-solving skills.
Familiarity with Hong Kong's telecom landscape and customer expectations.
Excellent command of English, Cantonese, and Mandarin.
Ability to thrive in a dynamic environment with a customer-first mindset.
Occasional oversea and mainland China business trip

What We Offer:

Competitive salary package with performance bonuses.
Comprehensive benefits including medical insurance, paid leave, and professional development opportunities.
Flexible working arrangements in our Kowloon Bay office.
A collaborative culture in a growing telco committed to innovation and community impact.