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IT Customer Service Manager

Company: Orange Business Services
Location: Alexandria
Posted on: September 11, 2020

Job Description:

about the rolemission / role purposeOverall description: To act as an operational point of contact on support service for customer / global business owner contacts throughout otherInterlock with all relevant internal teams to provide precise and up to date information to customer with regards to priority incidents and major changesTake ownership to ensure the agreed quality of service is always delivered to the customerEnsure contracts requirements and deliverables are respected for the customerAdvise the customer on resource and technological optimizationkey accountabilitieskey result / decision areas (outcomes)Customer relationship managementProvide appropriate solution, information or incident resolution actions to the customerEstablish and maintain excellent relationship with customer w.r.t information sharing and follow up of requests/incidentsEnsure customer satisfaction following service delivery or incident resolutionCustomer surveys100 % mandatory meeting held with customerUnderstanding of standards and processesAbide by the job processes and rules: Customer relationship methodology, phone usage, recording of all customer interactionsMaintain and uphold Orange Business Services valuesEnsure compliance with good practices and organization policies% compliance as per standardsKnowledge of Orange valuesOperational ExcellenceEnsure all relevant documents for customers are up to date, COG, Dashboards, SIP etcEnsure prompt and quality interactions (eg. Escalations) to all stakeholders to pursue customer interestEncourage customer to use digital tools and channels wherever possibleSelf-DevelopmentIncrease competency level via self-assessment, and active participation to trainingsTo ensure self-development either through Orange Learning or in class training% no of trainings completedabout youknowledge and abilitiesBilingual English & French written and spokenKnowledge:Expert on MSOffice Software Suite: Word, Excel, Outlook etcGood knowledge of Cloud technologyGood Knowledge on Storage technologyGood Knowledge on Security technology, Firewall, router, IDS etcGood Knowledge on network protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)Good Working experience in Operating Systems Windows/Linux/RedhatAbilities:Good communication skillsGood time management, and organizational skillsA determination to process tasks according to pre-defined processes is essentialAbility to build relationships with peers and management and customers.Proactive, self-motivated and determined attitudeFlexibility in terms of working hours.Need a willingness to learn and expand knowledgebehavioral skillsskill target proficiency level expected1agilityExpert2flexibilityExpert3innovationExpert4results drivenExpert5communicationExpert6prioritization and balanceExpertprofessional skillsskill target proficiency level expected1global effectivenessExpert2customer service orientationExpert3operational and financial excellenceDeveloping4knowledge and developmentExpert5team working and networkingExpert6leadership and matrix managementDeveloping7employee development and performance managementDeveloping8delegation and empowermentDeveloping9negotiation, presentation, and organizationExpertadditional informationeducation, qualifications, and certificationsMinimum degree in IT or TelecommunicationsExperience in customer service or project managementITIL V3 Foundation (optional)CCNA, CCNP (optional)Experience3-4 years of work experience in customer-facing organizations within the telecom or IT industrydepartmentCustomer Services & OperationscontractRegular

Keywords: Orange Business Services, Alexandria , IT Customer Service Manager, Executive , Alexandria, Virginia

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