Offers “Orange”

Expires soon Orange

Cessation Management Specialist

  • Indianapolis (Hamilton)
  • Design / Civil engineering / Industrial engineering

Job description

about the role

Mission:  Delivering Outstanding Customer Experience by providing end-to-end ownership of all RFCs for Disconnects of assigned customers / countries within committed timeframe and meeting other defined KPIs.

• Entry of all RFCs for diconnects, validation, tracking, scheduling, HQ & local customer ownership for all high value disconnection requests and  all Diamond & Business Critical Customers and Strategically important projects etc. (Change & Release Management).

• Validation , Analysis & audits of Closed/Open RFCs to prevent missed disconnections.
• Accountable for processing all RFCs for disconnects within committed timeframe and meeting quality standards and other defined KPIs. (Change Management).
• Work as a member of the extended customer facing team, working closely with the AM/PS/PM/CSM/CCIM/CM&RM teams. (Change & Release Management).
• Proactive analysis and monitoring of RFC for disconnects activities to minimise human error.
• Assist resolution of critical escalations and fallbacks. (Change & Release Management).
• Accountable for on-time and error-free cancellations of all required service components. (Change & Release Management).
• Implementation of new & green field projects and assignments for the disconnect process. (Change Management)
• Process RFCs for Disconnects in all ordering and provisioning tools. (Change Management) 
• Perform validation of assigned RFCs for disconnects for administrative completeness, accuracy, and technical consistency. (Change Management)                             
• Place and track circuit cancellation requests with relevant local Telco (Carriers) or with the relevant Orange Telco agent. (Change Management)
• Place and track equipment recovery,  de-configuration requests with relevant teams. (Change Management)
• Proactive tracking and monitoring of all RFCs for disconnects. (Change Management)
• Meet or exceed the targets set by the management with regards to:
Customer Satisfaction
¿ Lead Time to disconnect and Service Level e.g. PTT Acknowledge Date & Cut Date etc.
¿ Overdue RFCs for Disconnects
• Maintenance of the critical Documents for change in the process, like EOA List and Exception Sheet etc. (Change Management)
• Interlock for communications with process related entities, like Sales, Legal, AGN, FE,  Billing, etc. (Change & Release Management)
• Empowered to propose alternative solutions to fulfill customer requirements for problem resolution. (Change Management)
• Escalation Authority empowered to escalate to higher levels of management. (Change & Release Management)
• Ensure provisioning databases are accurately updated at all times. (Change & Release Management)
• Any other duties as required by Manager

about you

¦ 3 – 5 years of experience in the specified local telecommunications area
¦ Excellent knowledge of Excel , SQL
¦ Basic understanding of telecommunications protocols and technologies.
¦ Sound knowledge and understanding of all the Network Products & Services offered by Orange.
¦ Broader understanding of telecommunications protocols and technologies.
¦ Sound understanding of analog and digital circuits, hardware and network components
¦ Good understanding of  PTT/Telco’s Network environment
¦ Good Project Management skills
¦ Good Interpersonal skills
¦ Good Negotiation Skills
¦   Willingness to work in shifts
¦   Excellent verbal and written language skills (Business level) in English
¦   Self-Management, Decision-making and Customer Oriented Attitude
¦ “Can Do” Attitude
¦ Transversal working across Teams

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

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