Associate Customer Service Manager

about the role

• Represent and champion Customer within Orange Business Services and be Orange's ambassador within customer's organization
• Fully understanding the nature of the Customer’s business and the applications they operate over the Orange's network. 
• To define a future state vision for the customer experience, and developing strategies aligned to that vision.
• To understand/define/refine the customer expectations and develop "treatments", based on insight into customer behaviors.
• Translate treatments into business rules that define how each type of interaction should be managed for each customer .
• to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
• to analyze "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
• Designing customer experiences (CE), that reflect the Orange way of customer service
• Translating high level experience design into specific actions which customers will receive for each type of interaction
• Executing CE assessments and gap analyses (NPS, VOC, Best Practices, Competitive)
• Producing the Customer Experience Life Cycle and touch-point Maps and Interaction Occasions
• proactively working to improve services and governance of services provided by Orange
• perform proactive analysis to assess current state of customer deliverables and channelize resources to improve. Here are the broad areas:
  • root cause analysis
  • proactive problem management
  • customer health check
  • proactive health dashboard