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JD Online service Issue management Specialist




Duesseldorf, Nordrhein-Westfalen, Deutschland


Festanstellungen Vollzeit



About Huawei

· Our products and solutions have been deployed in over 140 countries, serving more than one third of the world’s population.

· Our business language is English: Unlike other players in the industry, we truly offer an English language dominated environment. This means: the opportunity to work in a multinational with people from multiple backgrounds- a deep enhancement for any resume.

· We seek and reward talent. At Huawei, if you are driven and show results, you will see these efforts rewarded. We have a culture that rewards hard work and dedication. We don’t take people for granted.

· 18 locations in Germany. 5 Research & Development Centers. 1600+ employees in Germany. Yes, we are growing!

· We operate globally! We are the largest telecommunications equipment manufacturer in the world, and we are going for more every day. Who wouldn’t want to have this on their resume?

· We are friendly and we like it that way: At Huawei, we have a nice working environment. Doors are open, and people collaborate with each other in a non-political manner. It’s fun coming to work!

· We offer international real professional development opportunities. Anywhere you are, Huawei is there!

· We are diverse, and we embrace it - We have more than 150 nationalities worldwide. Working at Huawei, not only will you grow as a professional, but you will enrich your life!

For further information, please visit us now at

Job location:

  • Duesseldorf

Main Responsibilities:

  • · TOP common issue identify and follow up
  • Identify common top issues in the region, analyze root causes, and develop improvement plans until they all closed.
  • · Track un-closure cases and follow up to closed
  • Track the consumers’ cases that have not closed, and follow up until all closed
  • · Onsite Technical and non-technical support
  • Support the technical and non-technical issues which are escalated from supplier and output the FAQs (by yourself or by pushing internal related department)
  • · Improve the service process and satisfaction based on voice of consumers
  • Timely collect and analysis the voice of consumers, which are used to improve service process and overall satisfaction
  • · Online service NSS and Interaction service operation data management
  • Monitor the online service NSS data and interaction service operation data of per site of region, track and analyze abnormal data, develop improvement actions in a timely manner, coordinate related departments to solve problems, and close the issue in a timely manner;

General requirements:

  • · Electric device, Smartphone/PC interactive service management background preference;
  • · Up to 3 years Professional at Europe interactive service(like hotline) management;
  • · Strong communication skills, Clear logic;
  • · Highly organized and target orientated
      • Language requirements:

      • · English , fluent in writing and speaking;
      • · Chinese is preference, fluent in writing and speaking;