Customer Service Manager

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

• Holds accountability for the Quality of solutions provided to Customer
• Generate reports and provide automated reporting tools
• Responsible for data integrity of customer information in all systems/tools
• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
• Create and manage Service Improvement Plans triggered by:
• Quality Connect Survey (related to any and all functional areas)
• Customer Complaint (including those related to customer invoices)
• Proactive Action (identified proactively by the CSM)
• Ensure customers complains are managed and resolved in a timely manner
• Prepares periodic customer service reviews
• Handles non-commercial customer queries and complex customer service issues
• Proactively inform customer and end-users in advance of any anticipated service interruptions
• Provides capacity analysis, forecasts and recommendations
• Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to custome
• Provides customer with up-to-date technical documentation, including the Customer Operations Guide
• Ensures all technical documentations are posted and updated

About you

• Degree level or equivalent (Business or Science Degree);
• 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
• Solid Python fundamentals (scripting, automation mindset, working with APIs).
• Exposure to areas such as data handling, basic analytics, or automation is important. Advanced topics (e.g. ML, clustering, complex network operations) are not expected on day one and can be developed through on-the-job training and coaching.
• Experience with ServiceNow reporting / Platform Analytics and operational dashboards; the scope which was supported by MAK, and which remains relevant. 
• Power BI proficiency (M, Data Modeling, DAX)
• ITIL foundations certification
• Customer Service and Project Management Experience
• Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions
• Able to work independently with initiative and proactivity
• Able to work well under pressure and can handle escalations calmly and competently
• Fluent in both spoken and written English
• Dedicated, and passionate. Strong work ethic and ownership mentality
• Curious, solution-oriented, and genuinely excited about building and improving things
• Comfortable learning by doing, experimenting, and iterating
• Able to understand business context and customer impact

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

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, neuroatypia, 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

- Holds accountability for the Quality of solutions provided to Customer


- Generate reports and provide automated reporting tools
- Responsible for data integrity of customer information in all systems/tools



- Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
- Create and manage Service Improvement Plans triggered by:


- Quality Connect Survey (related to any and all functional areas)


- Customer Complaint (including those related to customer invoices)


- Proactive Action (identified proactively by the CSM)


- Ensure customers complains are managed and resolved in a timely manner


- Prepares periodic customer service reviews


- Handles non-commercial customer queries and complex customer service issues


- Proactively inform customer and end-users in advance of any anticipated service interruptions


- Provides capacity analysis, forecasts and recommendations


- Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to custome
- Provides customer with up-to-date technical documentation, including the Customer Operations Guide


- Ensures all technical documentations are posted and updated