Job Opportunity as a Customer Service Analyst in Egypt at Orange Company

Orange offers a job opportunity as a customer service analyst in Egypt at Orange company.

Eligibility:

You must have:

• Degree level or equivalent in business or science.
• 2 years of experience, preferably in customer support in the telecommunication industry.
• Customer service and project management experience.
• Possess virtual team management experience.
• Good technical knowledge of Network, IT Services, Mobility, Voice, and/or integration solutions and technologies.
• Possess excellent communication, negotiation, presentation, and organization skills and fully empowered to coordinate all entities involved in the technical performance of the company's solutions.
• Ability to work independently with initiative and proactivity.
• Ability to work well under pressure and handle escalations calmly and competently.
• Be fluent in both spoken and written English skills.

Your Responsibilities:

You will be responsible for:

1. Analyze the operation of the customer’s network and to report on the quality of service.
2. Work on improvement plans with CSMs to incorporate in the service improvement program as well as address service improvement plan actions internally that have been agreed with CSM.
3. Account for compliance with Service Level Agreements (SLA) and provide feedback to primary CSM and/or customer directly.
4. Monitor service performance and track chronic cases and work towards resolution of these chronic cases.
5. Support the CSM by advising planned maintenance and how this would affect the supported customer and proactively inform the customer and end-users in advance of any anticipated service interruptions.
6. Maintain the customer documentation fully updated in the orange tools.
7. Ensure customer's complaints related to reporting and data integrity are managed and resolved in a timely manner.
8. Actively assist in data integrity issues for the assigned customers.
9. Produce the root cause analysis report for the customer where required and generate customer-facing RCA to be communicated to customers.
10. Be the primary point of contact within Orange Business Services, for all service reporting issues.
11. Attend regular customer service review meetings with CSM/CSD’s/SSM’s (monthly unless customer contract dictates otherwise).
12. Present and discuss reports provided, including measurements against customer SLAs on quality, change, and performance.
13. Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.

About Orange:

Orange is a French multinational telecommunications corporation. It has 266 million customers worldwide and employs 89,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica and VEON. In 2015, the group had a revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index.

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