Job Opportunity in Egypt at Orange: Customer Service Manager

Orange is offering a Job opportunity to Bachelor holders to work as Customer Service Manager in Egypt. The succesful applicant will work with the account team to sell Orange products and services, Create and manage Service Improvement Plans.

Responsibilities:

1. Holds accountability for the Quality of solutions (LAN, UC, SD-WAN, etc.) provided to Customer
2. Acts as the customers' primary point of contact and an escalation point
3. Has awareness of overall and service management profitability of their customers
4. Works hand-in-hand with operational teams to ensure effective delivery of services within SLA and helps to identify areas for continous improvement (knowledge, process, etc.).
5. Participates in major incident and crises, assisting in customer communication or other activities as needed.
6. Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
7. Work with the account team to sell Orange products and services
8. Create and manage Service Improvement Plans triggered by:
9. Customer Complaint (including those related to customer invoices
10. Ensure customers complains are managed and resolved in a timely manner
11. Prepares periodic customer service reviews
12. Handles non-commercial customer queries and complex customer service issues
13. Proactively inform customer and end-users in advance of any anticipated service interruptions
14. Provides capacity analysis, forecasts and recommendations
15. Create and Review any internal root cause analysis (RCA) applicable to their customers
16. Handles change requests, tracking of change implementation, change reporting and change billing.
17. Responsible for data integrity of customer information in all systems/tools
18. Provides customer with up-to-date technical documentation, including the Customer Operations Guide
19. Ensures all technical documentations are posted and updated.
20. May be required to provide regional service management support and working hours may be adjust to correspond to the customer's specific regional need.

Eligibility Criteria:

1. Degree level or equivalent (Business or Science Degree);
2. Have 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
3. Have ITIL foundations certification
4. Customer Service and Project Management Experience
5. Possess virtual team management experience
6. Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
7. Possess excellent communication, negotiation, presentation and organization skills
8. He Is fully empowered to coordinate all entities involved in technical performance of our solutions
9. Able to work independently with initiative and proactivity
10. Able to work well under pressure and can handle escalations calmly and competently
11. Fluent in both spoken and written English
12. Ability to work business hours based on customer region (e.g., NAM hours)

Apply for: Turkish Government Scholarship

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