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.
