محتويات الصفحة
Job Responsibilities:
Overall CSD Responsibilities
- To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).
- Increase the value that Orange delivers to a customer, and deliver continual service improvement.
Service Level Management
- To be the Customer’s primary senior point of contact within Orange, for all escalated Service related issues.
- Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
- Engagement in organic growth orders / upgrades if there is no CPD / PM assigned and/or the process is not working smoothly
- Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
- Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
- Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
- Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class.
- Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs.
- Help customer up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations.
- To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer
- Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.
- Identify and create Additional Customer Value.
- Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.
- Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction.
- Continually develop service improvement actions to identify opportunities to provide additional value to the customer.
- To lead regular Customer service review meetings at Corporate levels.
- To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
- To assist in RFP solutions and provide pre-sales presentations to customers when required.
- Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
Financial Management
- Perform financial management according to the service sold to the customer. Responsible for service management P&L....
- Peer review monthly customer billing; ensure bill accuracy.
- Accountable for resolution of billing issues and assist AGM in escalated case.
- Ensure billing remains consistent with contract and client expectations.
- To assist CSM Management team in developing Service Management revenue opportunities on new business.
Requirements:
- Degree level or equivalent (Business or Science Degree);
- ITIL intermediate certification is a must
- 7-10 yrs of work experience in Global Service Transition / Operations; general technical understanding of network-based services
- Customer Service Excellence / face-to-face customer interaction
- Multi-disciplinary experience in customer-facing roles
- Proven track record in managing multiple Service Management teams / third party vendors
- Excellence in project management (performance, risk and cost control); ITIL or Six-Sigma qualification desirable
- Proven leadership skills with virtual teams
- Fluency in English is a must
Job Details:
Job/ Career : Customer Service Director
Contract: Regular
Category :Customer Services & Operations
Location: CityStars, Cairo, Egypt
Company: Orange
Job Posting Date: 3-7-2020
Expire Date: 31-7-2020
Learn More about Orange :
شركة أورنج ( تعرف بالإنجليزية :Orange) المعروفة سابقًا باسم ( فرانس تيليكوم France Télécom) ...........( لمعرفة المزيد عن الشركة زورونا من خلال Meetup بالاسفل )
المقر الرئيسى : باريس ، فرنسا
العنوان فى مصر : القاهرة
العنوان فى مصر : القاهرة
مواقع التواصل الاجتماعى الخاصة بهم :
المختصر المفيد
الوظيفة ( مدير خدمة العملاء فى شركة أورنج ) ومتطلبات الوظيفة كالتالى:
1) درجة علمية فى مجال مرتبط بالأعمال أو العلوم
2) شهادة ITIL المتوسطة أمر حتمي
3) ٧-١٠ سنوات من الخبرة فى خدمة العملاء
4) التميز في خدمة العملاء / تفاعل العميل وجهًا لوجه
5) التميز في إدارة المشاريع
6) المؤهلات ITIL أو Six-Sigma مرغوب فيه
6) أن يتسم المُتقدم بالمهارات القيادية مع الفرق الافتراضية
7) إتقان اللغة الإنجليزية أمر حتمي
2) شهادة ITIL المتوسطة أمر حتمي
3) ٧-١٠ سنوات من الخبرة فى خدمة العملاء
4) التميز في خدمة العملاء / تفاعل العميل وجهًا لوجه
5) التميز في إدارة المشاريع
6) المؤهلات ITIL أو Six-Sigma مرغوب فيه
6) أن يتسم المُتقدم بالمهارات القيادية مع الفرق الافتراضية
7) إتقان اللغة الإنجليزية أمر حتمي
- للمزيد من المعلومات عن الوظيفة >>> نص الإعلان هو الإنجليزى فوق وفيه تفاصيل أكثر
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- لمعرفة المزيد من المعلومات عن الشركة >>> اضغط على زر Meetup
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