Customer Service Manager

Job description

about the role

Customer Service Manager (CSM)

MIssion

To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced  (Network, IT Services, Mobility, Voice and/or integration solutions) services and solutions on assigned customer(s).

CSM Responsibility

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 CSM prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes.  Prepares the monthly customer report (SLA compliance, incidents, SIP status).

CSM reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer- facing RCA to be communicated to the customer.

The CSM ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.

CSM provides capacity analysis, forecasts and recommendations.  CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected.

CSM 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

Skills

Language Skills: Spanish ( mother tongue ) English ( fluent written and verbal)

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

Experience

at least 2 -3 years of work experience in customer-facing organizations within the telecom or IT industry

virtual team management experience

good level of practiced technical knowledge

department

Customer Services & Operations

contract

Regular