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Customer Service Manager
Orange
Atlanta, GA, United States
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about the role
The Customer Service Manager (CSM) has overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). Act as the customer’s primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Global Customer Support Centre (GCSC) will be the primary escalation point). The CSM proactively identifies existing customer needs, and opportunities to grow the customer relationship with Orange. Works with the account team to up-sell Service Management and/or other Orange products and services. In addition to, Maintaining adequate knowledge of Orange Business Services solutions and services.
• Prepares and manages service review meetings with customers on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site.
• Manages all improvement actions triggered by quality connect survey (related to any and all functional areas), customer complaints (including those related to customer invoices) and analysis of chronic incidents.
• Prepares monthly customer reports (SLA compliance, incidents, SIP status).
• Reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer- facing RCA to be communicated to the customer.
• Resolves non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.
• Communicates with customers in advance of any scheduled maintenance initiated by Orange Business Services which impacts the customer.
• Provides capacity analysis, forecasts, and recommendations to customers.
• Analyzes the customer’s network usage and evaluates the provided traffic forecast changes.
• Corrects data integrity issues concerning customer information in all systems/tools.
• Provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a customer’s solution due to organic growth and moves, adds & changes.
about you
• Degree level or equivalent (Business or Science Degree); ITIL certification (preferred)
• 5 - 8 years of customer service and project management experience
• 5 - 8 years of work experience in customer-facing organizations within the telecom or IT industry
• Virtual team management experience
• Language Skills: English (if not mother tongue, fluent written and verbal), local language
• Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Soft Skills: strong communication, negotiation, presentation, organization skills
• Ability to work independently, shows initiative and proactivity
• Ability to work well under pressure and can handle escalations calmly and competently.
additional information
the benefits of being Orange
Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
• health coverage for you and your family through medical, dental, and vision plans
• financial protection through disability, life, accidental death and dismemberment, and business travel insurance
• a 401(k) plan with company match
• tax advantages through flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
• to help you manage your work and life needs we offer a life assistance program, adoption assistance, tuition reimbursement, gym reimbursement, a group legal service plan
• homeowner’s, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
• a generous paid time off program in which the benefits increase along with your tenure with the company
When you join Orange Business Services, you do more than simply switch companies to advance your career. You become part of the Orange family, a group of talented women and men who drive innovation, embrace change, and celebrate the global community which is Orange.
department
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
contract
Regular