about the role
You are the preferred point of contact for Enterprise customers during the life of the contract, once the solutions sold are implemented and operational.
You are responsible for the satisfaction of our customers thanks to the quality of the services provided by Orange under your supervision.
You ensure the management of the quality of service of the customer's solutions and provide the deliverables defined contractually (dashboard, Operational Guide, etc.). You assess the risks in order to anticipate them and set up action plans to improve the quality of service.
In the event of a malfunction, you ensure that the various teams do their utmost to return to normal as quickly as possible and keep the customer informed of the progress of the resolution.
Thanks to your knowledge of the client's issues, you play an advisory role and you contribute to the development of additional turnover.
as Senior Customer Service Manager you will be responsible for the customer governance;
leading the account stakeholders to m anage the Customer Dissatisfactions & Improve the Quality of service about you
You want to be in contact with a business clientele. You like teamwork. You are optimistic, dynamic, and you know how to show composure in difficult situations. You know how to steer and federate cross-functional interlocutors.
You know how to demonstrate both rigor and flexibility, curiosity and initiative. You like to listen, analyse and know how to be synthetic. Your level of French and English allows you to produce or translate documents, and to hold professional conversations with English-speaking and French-speaking interlocutors.
Level : Dbis or E in France (equivalent internationally?)
Special feature of the offer: For your integration, you will be supported by a dynamic team, who will welcome you and share their experience with you. Our motto within the management: "Let's dare" which allows the teams to benefit from a very appreciable collaborative environment with at the heart of our concerns: the customer
This job combines technical and relational skills and offers many avenues for development. You will have the opportunity to work cross-functionally with various interlocutors, sometimes at high level, both internally and with the client. You will thus be able to develop your professional network and your relational techniques. Education and Experience:
- Min. 8 years related work experience (Customer Support)
- Certificate is a plus: CCNA/ VCP / EMC / NETAPP
- Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus
Soft Skills and Abilities:
- ITIL, Prince2, COBIT, PMP is a plus
- Solid understanding of Orange Business Services solutions
- Understanding of corporate governance within complex organizations
- Good technical background in different technology such systems, applications, storage, backup, etc...
- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Excellent customer service skills
- Excellent Interpersonal & Collaboration skills.
- Good time management, organizational and leadership skills
- Good Presentation and Communication skills
Global Delivery & Operations
L'ambition d'Orange Business est de devenir l'intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.
Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d'équipe, pour construire les solutions digitales d'aujourd'hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.
Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l'IA, la cybersécurité, l'IoT, ou encore le digital workspace et le big data.
Venez vivre cette aventure avec nous !