About the role
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
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
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.