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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