![Orange Business Services](https://media.trabajo.org/img/noimg.jpg)
Senior Customer Service Mgr
2 weeks ago
About the role:
- To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services insourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
- To be the customer's primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Global Customer Support Centre (GCSC) will be the primary escalation point).
- To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to upsell Service Management and/or other Orange products and services.
- To maintain adequate knowledge of Orange Business Services solutions and services
- To prepare & manage Service Review Meetings with the customer on a regular basis.
- To define and manage all improvement actions (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP).
- To provide a support role to the management team. This can include team leadership, pastoral activities, coaching and mentoring of CSM colleagues, deputizing for CSM Head where needed.
- Assists in bids and customer presentations for new logos during RFP period and during contract renewals.
About you:
- Language Skills: Fuent in Arabi and English.
- Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Soft Skills: good communication, negotiation, presentation, organization skills
- Can work independently, shows initiative and proactivity
- Can work well under pressure and can handle escalations calmly and competently
Additional information:
- Engineering or equivalent Science degree ; ITIL certification
- CCNP /CCIE are a plus.
- Customer Service and Project Management experience.
- At least 5 years of work experience in customerfacing organizations within the telecom or IT industry
- Virtual team management experience
- Good level of practiced technical knowledge
Department:
Customer Services & Operations
Contract:
Regular
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