Job Opportunity as a Senior MSI Customer Service Manager at Orange in Egypt

Orange is offering a job opportunity as a Senior MSI Customer Service Manager to join the team in Cairo, Egypt for 2021. 

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.
9. Quality Connect Survey (related to any and all functional areas).
10. Customer Complaint (including those related to customer invoices.
11. Proactive Action (identified proactively by the CSM).
12. Ensure customers complains are managed and resolved in a timely manner.
13. Prepares periodic customer service reviews.
14. Handles non-commercial customer queries and complex customer service issues.
15. Proactively inform customer and end-users in advance of any anticipated service interruptions.
16. Provides capacity analysis, forecasts and recommendations.
17. Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers.
18. Handles change requests, tracking of change implementation, change reporting and change billing.
19. Responsible for data integrity of customer information in all systems/tools.
20. Provides customer with up-to-date technical documentation, including the Customer Operations Guide.
21. Ensures all technical documentations are posted and updated.
22. May be required to provide regional service management support and working hours may be adjust to correspond to the customer's specific regional need.

1. Degree level or equivalent (Business or Science Degree).
2. 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
3. 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. Is fully empowered to coordinate all entities involved in technical performance of 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).

About Orange:

Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It has 256 million customers worldwide and employs 95,000 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 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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