Customer Service Director

مدير خدمة عملاء

فى شركة Orange

التقديم اسفل شرح الوظيفة 

Customer Service Director

Orange

 Cairo – Egypt

About the role

The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer.  This includes the following:

  • overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions
  • accountable for accuracy of billing for services delivered
  • proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation
  • to position Service Management product offering in response to Customer needs
  • To be the Customer’s primary senior point of contact within Orange, for all escalated Service-related issues.
  • Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
  • Engagement in organic growth orders / upgrades
  • Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
  • Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
  • Lead Service Improvement Program; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
  • Help customer up-scope existing contracts; help visualize the enhanced value and assist CBU / ECT to build the business case / sales presentations.
  • To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer.
  • Win trusted status as the extended member of customer’s service team.
  • Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
  • Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer
  • To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
  • To assist in RFP solutions and provide pre-sales presentations to customers when required.
  • Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
  • To assist CSM Management team in developing Service Management revenue opportunities on new business.

About you

 

:Skills

  • Language Skills: English fluent (spoken & verbal)
  • Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
  • Soft Skills: good communication, negotiation, presentation, organization skills
  • Can work well under pressure and can handle escalations calmly and competently.
  • Proactive, can-do attitude
  • Diplomacy, tact and multi-cultural awareness
  • Tenacity and persistence

 

Department

Global Delivery & Operations

Apply before : 05 Oct 2023

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