Senior Customer Service Manager Orange Wholesale International

Orange Business is here!

About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Within a worldwide and multi-cultural team you will be in charge of the Customer Service Management for some important and strategic APAC customers:

• As the ambassador for your Customers, you create a relationship of trust, and you help to improve their customer experience

• By analyzing the results of Customer surveys you provide to your Customers personalized responses

• You monitor their satisfaction and develop improvement plans to address concern areas

• You contribute to leverage positive Customer satisfaction experiences as learning best practices.

• You monitor the Quality of Services delivered to your Customers regarding contracts SLAs, the

analysis of representative KPIs and when necessary you propose to your customers improvement

plans.

• In this framework you organize and animate periodic reviews of QoS 

• You may also propose to your Customers offers of Professional Services adapted to their expectations

• You interact with Sales managers and Customer Service managers to ensure that the Customers’ requirements are understood and commitments are met.

About you

At least 8 years of experience

Experience over degree-degree is not mandatory

You like working in teams, transversally, and in project mode

Capacities of analysis and synthesis are qualities expected for this job

You have a global knowledge of telecom networks

ITIL best practices knowledge

Ability to adapt to different cultures and environments

English is usual language and French is a good to have, but not required.

Motivated

Leadership experience and customer oriented, you like to communicate

Customer Facing 

Tech Ambitious: Rigour, taste for challenge, determination

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

Responsibilities

Within a worldwide and multi-cultural team you will be in charge of the Customer Service Management for some important and strategic APAC customers:


• As the ambassador for your Customers, you create a relationship of trust, and you help to improve their customer experience


• By analyzing the results of Customer surveys you provide to your Customers personalized responses


• You monitor their satisfaction and develop improvement plans to address concern areas


• You contribute to leverage positive Customer satisfaction experiences as learning best practices.


• You monitor the Quality of Services delivered to your Customers regarding contracts SLAs, the


analysis of representative KPIs and when necessary you propose to your customers improvement


plans.


• In this framework you organize and animate periodic reviews of QoS 


• You may also propose to your Customers offers of Professional Services adapted to their expectations


• You interact with Sales managers and Customer Service managers to ensure that the Customers’ requirements are understood and commitments are met.