about the role
Holds accountability for the Quality of solutions (LAN, UC, SD-WAN, etc.) provided to Customer
Acts as the customers' primary point of contact and an escalation point
Has awareness of overall and service management profitability of their customers
Works hand-in-hand with operational teams to ensure effective delivery of services within SLA and helps to identify areas for continous improvement (knowledge, process, etc.).
Participates in major incident and crises, assisting in customer communication or other activities as needed.
Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
Work with the account team to sell Orange products and services
Create and manage Service Improvement Plans triggered by :
Quality Connect Survey (related to any and all functional areas)
Customer Complaint (including those related to customer invoices
Proactive Action (identified proactively by the CSM)
Ensure customers complains are managed and resolved in a timely manner
Prepares periodic customer service reviews
Handles non-commercial customer queries and complex customer service issues
Proactively inform customer and end-users in advance of any anticipated service interruptions
Provides capacity analysis, forecasts and recommendations
Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
Handles change requests, tracking of change implementation, change reporting and change billing.
Responsible for data integrity of customer information in all systems / tools
Provides customer with up-to-date technical documentation, including the Customer Operations Guide
Ensures all technical documentations are posted and updated.
May be required to provide regional service management support and working hours may be adjust to correspond to the customer's specific regional need.
Degree level or equivalent (Business or Science Degree);
4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
ITIL foundations certification
Customer Service and Project Management Experience
Possess virtual team management experience
Good technical knowledge of Network, IT Services, Mobility, Voice and / or integration solutions and technologies
Possess excellent communication, negotiation, presentation and organization skills
Is fully empowered to coordinate all entities involved in technical performance of our solutions
Able to work independently with initiative and proactivity
Able to work well under pressure and can handle escalations calmly and competently
Fluent in both spoken and written English
Ability to work business hours based on customer region (e.g., NAM hours)
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
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