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
Provides a support role to the management team ,This can include team leadership, pastoral activities, coaching and mentoring of CSM colleagues, deputizing for CSM Head where needed.
Assists in bids and customer presentations for new logos during RFP period and during contract renewals.
Prepares & manages Service Review Meetings with the customer 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.
Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP).
Prepares the monthly customer report (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.
Any actions resulting from the RCA are included in the customer’s SIP and followed up .
Ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.
Provides capacity analysis and recommendations .
Ensures that data integrity issues concerning customer information in all systems / tools are corrected.
Have awareness of overall and service management profitability of their customer.
Fluent in Arabic and English
Good knowledge of Network, IT Services, Mobility, Voice and / or integration solutions and technologies
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.
Customer Service and Project Management experience
at least 7 years of work experience in customer-facing organizations within the telecom or IT industry
virtual team management experience
good level of practiced technical knowledge
Customer Services & Operations