BT – Service Support Flow Feb-2017
Ver. 1
Service Support Flow )e*uest for Service +rovision or )estoration
Service )estoration
Service provision incluin!6 • ew orer • )econfi!uration orer • Termination orer Global Services
Contact appropriate Sales teams for orer placin!. • Contact "o#n $am for Ccts re!istere uner BT • Contact corresponin! %ccount &!rs for Cct not re!istere uner BT.
,lobal Service or $ocal Service /
Local Services
Fault )eportin! to ,SC3 24 5 7 otline6
Fault )eportin! to SC/3 24 5 7 otlines 6
+852 2829 1567
Data :+852 2888 7180 Voice & Broadband:+852 10088
'scalation to corresponin! parties for furt#er service support as per attac#e account support team structure if problem isn(t resolve wit# tar!et #rs
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HK Local Service
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Dedicated Account Team Structure for BT )p*a!e*: +eb-201, r !o"n La# Business Development Manager Tel : +852 2883 8565 Mobile : +852 9180 0509 E-mail :
[email protected]
Data
r !ordan S(en "o*uc! a%* Ma"e!i%g Ma%age" Tel: +852 2883 ,&53 Mobile: +852 9020 8235 Email: o"*a%.7p.#ue%@pccw.com
r $on% &'e Le(n% Cu!ome" #e"$ice Ma%age"
Senior Account Service Officer
Tel : +852 2888 &991 Mobile: +852 9035 6068 E-mail: !'e-leu%g.wo%
[email protected]
Tel :+ 852 2888 2186 Mobile: +852 9278 3692 E-mail:
[email protected]
) :ar#en La( Team 4ea*e" Cu!ome" #e"$ice Ma%age"
) Dori) 7i. Team 4ea*e" ccou%! #e"$ice Ma%ageme%!
Local Voice & Broadband
Tel : +852 2888 28&8 Mobile: +852 6803 1&10 E-mail: ca"me%.
[email protected]
r 5ordon Hon
Sales Director Mobile : +44 7904 0344 13 Email:
[email protected]
r H$ (i Mg" /oleale #uppo"!
Tel: +852 2888 2595 Mobile: +852 930&0108 Email: ;o"*o%.o%@pccw.com
Tel: +852 2888 2&28 Mob:ile: +852 9026 8650 Email: /
[email protected]
#ale Team 3 ( ( (
Sale) *n(ir, Sol(tion -ro.o)al /(otation ))(e
Tel: +852 2883 303& Mobile: +852 9802 ,986 Email: *o"i.c
[email protected]
Comme"cial Cu!ome" #e"$ice Team 3 ( (
3a(lt *)calation & -roble# #ana%e#ent n4oin% Service evie)
( ( (
rder e(e)t & -roce))in% n)tallation Sc"ed(le *n(ir, Bill *n(ir,
24-hr Fault Reporting Hotlines Local Data Lines Service: +852 2888 7180 Local Voice Line & Local Broadband Services: +852 10088 -4-
3a(lt *)calation 3or HK Local Service
Local Data Lines and Flexible Bandwidth Service (FBS)
Escalation time interval
Name
Title
Phone/Mobile
Email
Helpdesk – customer fault reporting
Duty staff (24 hours/7 days)
+852 2888 7180 +852 10088
N/A
3 hours
Helpdesk –
Duty Supervisor
+852 2883 3432
N/A
5 hours
Wong Tze Leung
Customer Service Manager
+852 2888 4991/ +852 9035 6068
[email protected]
8 hours
Carmen Lau
Team Leader of Customer Service Manager
+852 2888 2848/ +852 6803 1410
[email protected]
24 hours
Corresponding to service type
Sales Manager
Corresponding to service type
Corresponding to service type
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3a(lt *)calation 3or HK Local Service
Broadband: IMS & DSL Line Escalation time interval
Name
Title
Phone/Mobile
Email
Helpdesk – customer fault reporting
Duty staff (24 hours/7 days)
+852 10088
N/A
12 hours
Helpdesk –
Duty Supervisor
+852 10088
N/A
24 hours
Wong Tze Leung
Customer Service Manager
+852 2888 4991/ +852 9035 6068
[email protected]
36 hours
Carmen Lau
Team Leader of Customer Service Manager
+852 2888 2848/ +852 6803 1410
[email protected]
48 hours
Corresponding to service type
Sales Manager
Corresponding to service type
Corresponding to service type
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nternational -rivate Lea)ed irc(it -L
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3a(lt *)calation ;or nternational -rivate Lea)ed irc(it o(t)ide HK
PCCWG Account Management Name
Title
Phone/Mobile
Email
Business Development Manager
John Lam
+852 2883 8565
[email protected]
Sales Director
Joanthan Webster
+44 7904 0344 13
[email protected]
VP Europe
Petros Mavroidis
+30 21 0671 5100
[email protected]
SVP Global Data Sales & Presales
Frederick Chui
+852 2888 6220
[email protected]
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3a(lt *)calation ;or nternational -rivate Lea)ed irc(it o(t)ide HK
PCCWG Service Management Name
Title
Phone/Mobile
Email
Regional Service Manager
Calvin Tseng
+886 2 8751 3993 #260 office +886 978 816 513 mobile
[email protected]
VP, Global Service Management
Eleni Koutsopoulos
+1 212 389 6266 office +1 585 943 5364 mobile
[email protected]
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