Jobs in Egypt - Customer Service Manager at Orange

Customer Service Manager at Orange

Location: Smart Village

Job Description:

Holds accountability for the Quality of solutions 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
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

Job Requirements:

Education:

Degree level or equivalent (Business or Science Degree);
Relevant Experience:
4 to 5 years of experience, preferably in a customer support in the telecommunication industry.

Technical Knowledge/ Skills/ Training required:

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 skillsIs 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 on NAM hours

To Apply:
https://orange.jobs/jobs/offer.do?joid=85429&lang=en

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