Customer Service Manager

Twoja rola

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