Job Opportunity in Egypt as a Customer Service Manager

Orange offers a job opportunity in Egypt as a Customer Service Manager.

You will be responsible for:

1. The Quality of solutions provided to customer.
2. Acts as the customers' primary point of contact and an escalation point.
3. Proactively identify existing customer needs, and opportunities and grow the customer relation with Orange.
4. Work with the account team to sell Orange products and services.
5. Create and manage service improvement plans triggered by:
6. Quality Connect Survey (related to any and all functional areas).
7. Customer Complaint (including those related to customer invoices).
8. Ensure customers complains are managed and resolved in a timely manner.
9. Prepares periodic customer service reviews.
10. Handles non-commercial customer queries and complex customer service issues.
11. Proactively inform customer and end-users in advance of any anticipated service interruptions.
12. Create and Review any internal root cause analysis (RCA) applicable to your customers and generate customer-facing RCA to be communicated to customers.
13. Handles change requests, tracking of change implementation, change reporting and change billing.
14. Data integrity of customer information in all systems/tools.
15. Provides customer with up-to-date technical documentation, including the Customer Operations Guide.
16. Ensures all technical documentations are posted and updated.

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You must have:

• Degree level or equivalent (Business or Science Degree).
• From 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
• ITIL foundations certification.
• 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 fully empowered to coordinate all entities involved in technical performance of the solutions.
• Ability to work independently with initiative and proactivity.
• Ability to work well under pressure and can handle escalations calmly and competently.
• Fluent in both spoken and written English skills.

Benefits:

• You will experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential.
• The company values the employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building the company's internal culture and bringing it to life.

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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