وظائف شركة اورانج Orange

About the role

Holds accountability for the Quality of solutions provided to Customer

Acts as the customers' primary point of contact and an escalation point

Has awareness of overall and service management profitability of their customers

Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange

Work with the account team to sell Orange products and services

Create and manage Service Improvement Plans triggered by:

Quality Connect Survey (related to any and all functional areas)

Customer Complaint (including those related to customer invoices

Proactive Action (identified proactively by the CSM)

Ensure customers complains are managed and resolved in a timely manner

Prepares periodic customer service reviews

Handles non-commercial customer queries and complex customer service issues

Proactively inform customer and end-users in advance of any anticipated service interruptions

Provides capacity analysis, forecasts and recommendations

Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers

Handles change requests, tracking of change implementation, change reporting and change billing.

Responsible for data integrity of customer information in all systems/tools

Provides customer with up-to-date technical documentation, including the Customer Operations Guide

Ensures all technical documentations are posted and updated

About you

Degree level or equivalent (Business or Science Degree);

4 to 5 years of experience, preferably in a customer support in the telecommunication industry.

ITIL foundations certification

Customer Service and Project Management Experience

Possess virtual team management experience

Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies

Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions

Able to work independently with initiative and proactivity

Able to work well under pressure and can handle escalations calmly and competently

Fluent in both spoken and written English

Ability to work on NAM hours

Additional information

You have unique experiences, skills and passions. Why not bring them all to Orange?

Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.

We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.

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