Job Opportunity as MSI Center Customer Service Manager at Orange in Egypt

Date limite : 13 mai 2020

Organisation à but non lucratif: Orange

Spécialités: Management et Marketing

Niveau d'études: Etudiant

Consultée 171 fois

Job Opportunity as MSI Center Customer Service Manager at Orange in Egypt

Orange company offers a new job as an MSI center customer service manager. Orange business services manage and integrates the complexity of international communications, freeing the customers to focus on the strategic initiatives that drive their business. The extensive experience and knowledge in global communication solutions, together with the understanding of multinational business and local support in 166 countries and territories, ensure that the customers receive a consistent, global solution wherever they do business.

Eligibility:

You must have:

  1. Degree level or equivalent in business or science.
  2. From 4 to 5 years of experience, preferably in customer support in the telecommunication industry.
  3. ITIL foundations certification.
  4. Customer service and project management experience.
  5. Possess virtual team management experience
  6. Good technical knowledge of network, IT services, mobility, voice and/or integration solutions and technologies.
  7. Possess excellent communication, negotiation, presentation and organization skills.
  8. Be able to work independently with initiative and proactivity.
  9. Be able to work well under pressure and can handle escalations calmly and competently.
  10. Be fluent in both spoken and written skills in English.
  11. Be able to work in business hours based on customer regions like NAM hours.

Your Responsibilities:

You will be responsible for:

  • Holds accountability for the quality of solutions (LAN, UC, SD-WAN, etc.) provided to the customer.
  • Acts as the customers' primary point of contact and an escalation point.
  • Have 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 incidents and crises, assisting in customer communication or other activities as needed.
  • Proactively identify existing customer needs, and opportunities and grow the customer relationship with Orange.
  • Work with the account team to sell Orange products and services
  • Create and manage service improvement plans triggered by:
  1. Quality connect survey (related to any and all functional areas).
  2. Customer complaint including those related to customer invoices.
  3. 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 customers 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 and tools
  • Provides the customer with up-to-date technical documentation, including the customer operations guide.
  • Ensures all technical documentation is posted and updated.
  • May be required to provide regional service management support and working hours may be adjusted to correspond to the customer's specific regional need.

About Orange:

Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It has 256 million customers worldwide and employs 95,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica, and VEON. In 2015, the group had revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris.

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Pays hôte: Egypte

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