Technical Service Executive (Order Control)

Job Summary

The Technical Service Executive is responsible for managing and monitoring customer service orders throughout the order lifecycle. The role ensures accurate order processing, timely provisioning, coordination with internal departments, and delivery of telecommunications services in accordance with service level agreements (SLAs).

Key Responsibilities

• Order Management

• Receive, review, and validate customer orders for telecom products and services.

• Ensure all required documentation and approvals are completed before order submission.

• Enter and maintain order information in relevant order management systems.

• Track orders from submission to service activation and completion.

• Order Control & Monitoring

• Monitor order progress and identify potential delays or issues.

• Follow up with provisioning, engineering, field operation, and third-party vendors to ensure timely completion.

• Escalate critical or overdue orders to management when necessary.

• Customer & Stakeholder Coordination

• Act as the primary point of contact for order status inquiries.

• Communicate service delivery updates to sales teams, customers, and business partners.

• Coordinate with technical teams to resolve provisioning and service implementation issues.

• Support customer migrations, upgrades, relocations, and service terminations.

• Reporting

• Prepare daily, weekly, and monthly order status reports.

Qualifications

• HHKDSE with Level 2 or above in five subjects, including Chinese Language, English Language and Mathematics; or equivalent.  Or

• Form 5 graduate with passes in HKCEE, including English Language and Mathematics;

Experience

• 2 years of experience in telecom operation, order management, service delivery, or customer operations.

• Experience working with telecom provisioning and order management systems is preferred.

• Understanding of telecommunications products and service

• Fixed line services

• Broadband and Internet services

Skills

• Strong analytical and problem-solving skills.

• Excellent organizational and multitasking abilities.

• Ability to work under pressure and manage multiple priorities.

• Proficiency in Microsoft Office applications, especially Excel.

Career Path

• Technical Service Executive  → Senior Technical Service Executive  → Team Leader
• This role aligns closely with telecom customer operations and service delivery functions, where the focus is on ensuring end-to-end order fulfilment, minimizing delays, and maintaining service quality.

Working Hours

• 09:00-18:00 , 12:00-21:00 , 14:00-23:00
• Required to work on shifts