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Customer Service Manager
Orange
Tulsa, OK, United States
Job Details - this job has expired, please see similar jobs below
about the role
To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
To be 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).
To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to up-sell Service Management and/or other Orange products and services.
To maintain adequate knowledge of Orange Business Services solutions and services
The Lead CSM is the primary point of contact within Orange Business Services for all Service related issues, and will be based in the same location (country) as the customer Head Office
The Lead CSM takes a proactive approach to ensure effective & regular communication between b-end CSMs & with CSAs supporting the customer. This includes hosting regular conference calls (where no CSD assigned) to ensure all are aware of ongoing customer issues, improvement plans, development opportunities & project activity
The Lead CSM is responsible (in the absence of a CSD) to ensure that CSAT ratings
The Lead CSM will also ensure consistency of customer facing deliverables e.g. reporting & to ensure that account related documentation is uploaded to the appropriate repositories e.g. MyServiceSpace / GCDR
about you
• 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: good communication, negotiation, presentation, organization skills
• Can work independently, shows initiative and proactivity
• Can 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