IOT Customer Service Manager - Lead
ref :584343 | 22 maj 2025
aplikuj przed : 20 sie 2025
- Moka Road, Rose Hill, Mauritius - Mauritius
Twoja rola
Customer Service Manager Lead – Strategic Accounts & Team Leadership
Role Purpose
The CSM Lead is responsible for delivering operational excellence and strategic service engagement for large and complex customer accounts. In addition to acting as the primary CSM for major clients, this role includes people management and mentoring responsibilities for the local CSM team. The CSM Lead ensures consistency in service delivery practices, develops talent, and acts as the escalation point for critical service matters.
Key Responsibilities
- Own the service relationship for a portfolio of large and strategic customers.
- Deliver and present operational reports, SLA performance reviews, and continuous improvement plans.
- Lead customer service improvement initiatives and ensure SIPs are actively maintained.
- Act as the local team leader for all CSMs on site:
- Provide coaching, feedback, and operational oversight.
- Ensure team adherence to Orange's service delivery standards.
- Support onboarding of new CSMs and share best practices.
- Provide coaching, feedback, and operational oversight.
- Manage escalations from team members and customers with authority and clarity.
- Collaborate with Sales and Account Directors to reinforce Orange’s value proposition.
- Support harmonization of processes and alignment with global CSM guidelines.
Oczekiwania
Required Expertise
- Proven experience managing large enterprise accounts and complex service landscapes.
- Demonstrated leadership capabilities, ideally with experience supervising or mentoring colleagues.
- High level of business acumen and ability to engage with customer executives.
- Strong understanding of ITIL, service delivery KPIs, and commercial implications.
- Exposure to performance and people management is highly desirable.
informacje dodatkowe
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
Core Competencies
- Strategic communication and negotiation.
- Ability to represent service leadership in customer governance forums.
- Team leadership and motivation.
- Structured thinking, with an ability to balance client demands and internal governance.
obszar firmy
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
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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.
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