Customer Service Manager
ref :582125 | 16 Dec 2024
apply before : 04 Jun 2027
- Moka Road, Rose Hill, Mauritius - Mauritius
about the role
Overall description:
To act as an operational point of contact on support service for customer / global business owner contacts throughout other
Interlock with all relevant internal teams to provide precise and up to date information to customer with regards to priority incidents and major changes
Take ownership to ensure the agreed quality of service is always delivered to the customer
Ensure contracts requirements and deliverables are respected for the customer
Advise the customer on resource and technological optimization
Customer relationship management
Provide appropriate solution, information or incident resolution actions to the customer
Establish and maintain excellent relationship with customer w.r.t information sharing and follow up of requests/incidents
Ensure customer satisfaction following service delivery or incident resolution
Understanding of standards and processes
Abide by the job processes and rules: Customer relationship methodology, phone usage, recording of all customer interactions
Maintain and uphold Orange Business Services values
Ensure compliance with good practices and organization policies
Understanding of standards and processes
Abide by the job processes and rules: Customer relationship methodology, phone usage, recording of all customer interactions
Maintain and uphold Orange Business Services values
Ensure compliance with good practices and organization policies
Operational Excellence
Ensure all relevant documents for customers are up to date, COG, Dashboards, SIP etc
Ensure prompt and quality interactions (eg. Escalations) to all stakeholders to pursue customer interest
Encourage customer to use digital tools and channels wherever possible
Self-Development
Increase competency level via self-assessment, and active participation to trainings
about you
Bilingual – English & French written and spoken
Knowledge:
Expert on MSOffice Software Suite: Word, Excel, Outlook etc
Good knowledge of Cloud technology
Good Knowledge on Storage technology
Good Knowledge on Security technology, Firewall, router, IDS etc
Good Knowledge on network protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
Good Working experience in Operating Systems – Windows/Linux/Redhat
Abilities:
Good communication skills
Good time management, and organizational skills
A determination to process tasks according to pre-defined processes is essential
Ability to build relationships with peers and management and customers.
Proactive, self-motivated and determined attitude
Flexibility in terms of working hours.
Need a willingness to learn and expand knowledge
additional information
department
Global Delivery & Operations
Orange Business 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
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
Similar offers
Orange Business
Orange Group
of our employees are proud to work for Orange
recommend Orange as a good place to work
is the candidate experience in France, in the category of companies with over 1,000 employees
Since 2011, Orange has GEEIS (Gender Equality European & International Standard) certification in some twenty countries