Jobs in Egypt - MSI Center Customer Service Manager at Orange

MSI Center Customer Service Manager at Orange

Location: Nasr City

Job Description:

• 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 continous 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 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.
• May be required to provide regional service management support and working hours may be adjust to correspond to the customer’s specific regional need.

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 skills
• Is 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 hours)

        To Apply:
https://orange.jobs/jobs/offer.do?joid=88066&lang=en

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