Customer Service Director

votre rôle

 
  Job Purpose:
Customer dedicated senior leader having overall accountability & responsibility for quality of service, customer satisfaction, service level management, service improvements & enhancements for all implemented Orange insourced and outsourced services on a major multi-national customer. To position service management product offering in response to Customer needs.
Key Tasks and Responsibilities:  
•    To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements
•    To ensure full compliance to customized / outsourced Service Management product definition
•    To be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
•    To lead management of customer service improvement plans in order to increase customer satisfaction.
•    To ensure adequate and timely reports which include measurements against customer SLA’s on quality, change and performance of the services provided to the customer.
•    Overall ownership of maintaining customer information is current in the relevant databases and repositories.
•    To lead regular customer service review meetings at corporate &  executive levels both with the customer & internal within Orange
•    Implement and lead a vendor management structure for outsourced Services for assigned customer
•    To assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
•    To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required
•    To maintain adequate knowledge of Orange products and services.
•    Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
•    To validate and maintain customer service level agreements for assisgned customer where required.
•    To assist SM management team in developing service management revenue opportunities on new business.
•    To lead the post sales extended customer Service team both local and remote
•    Management of service management staff within sub region who are assigned to customer
•    To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption

Job Contacts:  
Internal – Service Desks, Sales & Marketing, Project Management, Field Services, Global Services,  HR & Local, Regional, Global teams as required.
External – Customer, Partners & Vendors (Management Levels).
Job Dimensions:
•    Incumbent must have in depth knowledge of Orange products and services.
    
•    Incumbent must be capable of providing consultancy services to account team leads and customer at Management level.
    
•    Incumbent must be proactive and provide seasoned advice for both short and long term implications on Service & Operations related issues.
•    Incumbent must be able to perform high level presentations both internally & externally    
Candidate Profile:
•    Possess a confident and professional image to successfully interface with all aspects of the business.
•    Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations.
•    Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products & services to address requirements.
•    Experience in developing and recommending customer services solutions outside of normal product sets and assessing ability to deliver and cost implications.
•    Management & Leadership experience of both local & remote diverse team members within service management