Orange recruits 01 MSI Customer Service Manager

orange

Cairo, Egypte

Informatiques, Télécommunications

MSI Customer Service Manager
Ref : 568293 | 02 mars 2022
Date limite de candidature : 30 juin 2022
CityStars, Cairo, Égypte – Egypte
Votre rôleJob Responsibilities:
– 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 continuous 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 Complaints and Escalations handling (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.
Votre profilRequired Skills:
– Degree level or equivalent (Telecommunication Engineering, Computer Since, Computer engineering, Business or Science Degree);
– 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
– ITIL foundations certification
– Customer Service Management 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
I- s 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, or APAC hours)
Le plus de l’offreRequired Skills:
– Degree level or equivalent (Telecommunication Engineering, Computer Since, Computer engineering, Business or Science Degree);
– 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
– ITIL foundations certification
– Customer Service Management 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
I- s 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, or APAC hours)
EntitéCustomer Services & Operations
ContratCDI
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