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

As the Customer Service Manager, you will be instrumental in elevating our customer experience, ensuring quality service delivery, and being the go-to expert for all service-related inquiries, ultimately enhancing relationships and driving business success. • You will bear the overall responsibility for the Quality of Service and Customer Satisfaction across all implemented Orange Business Services in-sourced and outsourced offerings. • Acting as the primary point of contact for service-related issues, you will ensure swift solutions and escalate incidents responsibly when necessary. • You will proactively identify customer needs and collaborate with the account team to explore upselling opportunities for Service Management and other Orange products and services. • You will coordinate and manage regular Service Review Meetings with customers, ensuring thorough preparation and effective communication of minutes and action points. • Your involvement in the Service Improvement Program is critical, assisting in identifying chronic incidents and converting root cause analyses into actionable improvement plans.

About you

With over 10 years of experience in customer service management, particularly in the telecom or IT industries, you possess a well-rounded skill set that includes virtual team management, practiced technical knowledge, and exemplary soft skills. You thrive in fast-paced environments, demonstrating initiative, independence, and the ability to stay composed under pressure, making you a valuable asset to our team.Your professional skills:• A minimum of 10 years of direct experience in customer service management is essential.• Extensive experience in customer-facing roles within the telecom or IT industry demonstrates your industry expertise.• Proficient in managing virtual teams effectively, showcasing leadership skills in dynamic environments.• Possess a solid level of technical knowledge that complements your service management capabilities.• Expertise in financial analysis, forecasting, and capacity management strengthens your ability to serve our customers.Your soft skills:• You have excellent communication skills, enabling you to convey complex information clearly to a diverse audience.• Your negotiation abilities are refined, allowing you to navigate customer interactions with ease and efficacy.• With strong presentation skills, you can effectively showcase ideas and service offerings to stakeholders.• Your organizational skills ensure that tasks are managed efficiently, even under tight deadlines.• You demonstrate strong initiative and the ability to work independently while contributing to a collaborative team atmosphere.

At Orange, we believe in fostering a culture where our people can thrive. We are committed to empowering you to solve problems creatively and lead with empathy while embracing innovative technologies and exploring new horizons. Join us in inspiring our customers and providing them with unparalleled service as we shape the future together.

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.

The benefits of being Orange

 Orange Business was certified as one of the best companies to work by the Great Place to Work Institute. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. 

 Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Bonus plan
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Annual leave of 20 days from 1 year to 5 years in the company
• Orange Employee Solutions (psychological and legal assistance)
• Internet Allowance

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

As the Customer Service Manager, you will be instrumental in elevating our customer experience, ensuring quality service delivery, and being the go-to expert for all service-related inquiries, ultimately enhancing relationships and driving business success.
• You will bear the overall responsibility for the Quality of Service and Customer Satisfaction across all implemented Orange Business Services in-sourced and outsourced offerings.
• Acting as the primary point of contact for service-related issues, you will ensure swift solutions and escalate incidents responsibly when necessary.
• You will proactively identify customer needs and collaborate with the account team to explore upselling opportunities for Service Management and other Orange products and services.
• You will coordinate and manage regular Service Review Meetings with customers, ensuring thorough preparation and effective communication of minutes and action points.
• Your involvement in the Service Improvement Program is critical, assisting in identifying chronic incidents and converting root cause analyses into actionable improvement plans.