Orange recrute 01 Senior Customer Service Mgr
Senior Customer Service Mgr
Ref : 559907 | 13 oct. 2020
Date limite de candidature : 10 févr. 2021
CityStars, Cairo, Égypte – Egypt
Votre rôleHolds accountability for the Quality of solutions provided to CustomerActs as the customers’ primary point of contact and an escalation pointHas awareness of overall and service management profitability of their customersProactively identify existing Customer needs, and opportunities and grow the customer relation with OrangeWork with the account team to sell Orange products and servicesCreate and manage Service Improvement Plans triggered by:Quality Connect Survey (related to any and all functional areas)Customer Complaint (including those related to customer invoicesProactive Action (identified proactively by the CSM)Ensure customers complains are managed and resolved in a timely mannerPrepares periodic customer service reviewsHandles non-commercial customer queries and complex customer service issuesProactively inform customer and end-users in advance of any anticipated service interruptionsProvides capacity analysis, forecasts and recommendationsCreate and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customersHandles change requests, tracking of change implementation, change reporting and change billing.Responsible for data integrity of customer information in all systems/toolsProvides customer with up-to-date technical documentation, including the Customer Operations GuideEnsures all technical documentations are posted and updated Votre profilDegree level or equivalent (Business or Science Degree);4 to 5 years of experience, preferably in a customer support in the telecommunication industry.ITIL foundations certificationCustomer Service and Project Management ExperiencePossess virtual team management experienceGood technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologiesPossess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutionsAble to work independently with initiative and proactivityAble to work well under pressure and can handle escalations calmly and competentlyFluent in both spoken and written EnglishAbility to work on NAM hours
Le plus de l’offreYou have unique experiences, skills and passions. Why not bring them all to Orange?
Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.
We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company’s internal culture and bringing it to life. EntitéCustomer Services & Operations