Customer Service Director

2 days ago

مصر, Egypt Orange Full time

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

**about you**:
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

**additional information**:
You have unique experiences, skills and passions. Why not bring them all to Orange?

Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.

We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.

**contract**:
Regular

  • Customer Service Director

    1 week ago

    مصر, Egypt Orange Business Full time

    **About the role**: The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following: - overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and...

  • Customer Service Director

    1 week ago

    مصر, Egypt Orange Business Full time

    **About the role**: The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following: - overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and...

  • Director of Customer Support

    4 days ago

    مصر, Egypt elmenus Full time

    elmenus is a venture-backed food discovery platform with a total of $20M in funding based in Egypt. We are building a platform that combines a social, visual and personalized experience to help millions of people discover and order the food they will love. We are looking for the smartest, most impactful and passionate people to join our food loving team. We...

  • Director of Finance and Support Services

    5 days ago

    مصر, Egypt Save the Children Full time

    **TITLE**:Director of Finance and Support Services**TEAM/PROGRAMME**:Egypt Senior Management Team**LOCATION**:Cairo**GRADE**: 1**CONTRACT LENGTH**:One year (Renewable)**CHILD SAFEGUARDING**: Level 3: the post holder will have contact with children and/or young people _either _frequently (e.g. once a week or more) or intensively (e.g. four days in one month...

  • Customer Service Manager

    2 days ago

    مصر, Egypt Amideast, Inc. Full time

    **COMPANY DESCRIPTION** - * The Customer Service Manager will provide a leading role in organizing and monitoring our Customer Service department to ensure our customers receive the highest levels of service.. The Customer Service Manager is responsible for providing strategic leadership to the customer service and call center teams, to deliver exemplary...

  • Customer Service Manager(Egypt)

    3 weeks ago

    مصر, Egypt Amideast, Inc. Full time

    **COMPANY DESCRIPTION** The Customer Service Manager will provide a leading role in organizing and monitoring our Customer Service department to ensure our customers receive the highest levels of service. The Customer Service Manager is responsible for providing strategic leadership to the customer service and call center teams, to deliver exemplary...

  • Director of Finance and Co-director of The

    3 days ago

    مصر, Egypt Emprego EG Full time

    Saint Andrew’s Refugee Services, Cairo Vacancy Announcement: Director of Finance and Co-Director of Executive Leadership Team Founded in 1979, StARS is a refugee service provider in central Cairo that works to enhance the quality of life for refugees and vulnerable migrants through five broad program areas: education, psychosocial, legal, community...

  • Director of Finance and Co-director of The

    2 days ago

    مصر, Egypt Emprego EG Full time

    Saint Andrew’s Refugee Services, Cairo Vacancy Announcement: Director of Finance and Co-Director of The Executive Leadership Team Founded in 1979, StARS is a refugee service provider in central Cairo that works to enhance the quality of life for refugees and vulnerable migrants through five broad program areas: education, psychosocial, legal, community...

  • Customer Service Consultant

    3 days ago

    مصر, Egypt Gilbarco Full time

    **JOB TITLE**: CUSTOMER SERVICE CONSULTANT **DEPARTMENT**: CENTRE OF EXCELLENCE: CUSTOMER SERVICE **REPORTING TO**: CUSTOMER SERVICE MANAGER **LOCATION**: EGYPT **ADDITIONAL INFO**: **PURPOSE OF POSITION** The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process.and confirm customers’...

  • Sales Director

    3 weeks ago

    مصر, Egypt Aveva Full time

    AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the SBTi, and...

  • Director of Development

    1 day ago

    مصر, Egypt Emprego EG Full time

    Saint Andrew’s Refugee Services, Cairo Vacancy Announcement: Director of Development Founded in 1979, StARS is a refugee service provider in central Cairo that works to enhance the quality of life for refugees and vulnerable migrants through five broad program areas: education, psychosocial, legal, community outreach and unaccompanied youth and children...

  • CRM Director

    2 weeks ago

    مصر, Egypt Linum Consult Full time

    **Linum Consult’s client is a major organisation in Egypt. They are seeking a bilingual English - and Arabic-speaking CRM Director to join their team in Egypt.** **RESPONSIBILITIES** - Owning and focusing on the delivery of a world-class customer experience across touch points, by providing the best framework, and supporting the execution of touch points...

  • Customer Service

    3 weeks ago

    مصر, Egypt Pillars Consultancy Full time

    Job description - Ensuring that the service delivered to our client’s customers meets the Key Performance Indicators (‘KPIs’) for the role. - Receiving in-bound calls from customers, prospects and non-customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call. Eligibility Criteria - 1+...

  • Customer Service

    3 weeks ago

    مصر, Egypt Amir Elbaz Full time

    The Customer Service Unit is the focal point of Amir corporation, serving customers’ needs and cross-sell Asal services. The Customer Service Team Leader is responsible for all customer service unit, handles customers’ inquires and the delivery of their needs, and ensure Amir policy and procedures are implemented. He/She ensures that the CS team and call...

  • Assistant Country Director for Programs

    2 weeks ago

    مصر, Egypt Amideast, Inc. Full time

    **COMPANY DESCRIPTION**: : The Assistant Country Director for Programs (ACD) at the Amideast/Egypt Field Office oversees the portfolio of programs that are offered through its offices in Cairo and in Alexandria and through its network of partner institutions located throughout the country. This portfolio features programs, courses and services in the...

  • Customer Service

    4 days ago

    مصر, Egypt Amir Elbaz Full time

    **Job summary /purpose** The Customer Service Unit is the focal point of Amir corporation, serving customers’ needs and cross-sell Asal services. The Customer Service Team Leader is responsible for all customer service unit, handles customers’ inquires and the delivery of their needs, and ensure Amir policy and procedures are implemented. He/She ensures...

  • Customer Service

    1 day ago

    مصر, Egypt Amir Elbaz Full time

    **Job summary /purpose** The Customer Service Unit is the focal point of Amir corporation, serving customers’ needs and cross-sell Asal services. The Customer Service Team Leader is responsible for all customer service unit, handles customers’ inquires and the delivery of their needs, and ensure Amir policy and procedures are implemented. He/She ensures...

  • Executive Assistant to Managing Director

    2 days ago

    مصر, Egypt Schindler Full time

    **Location: Cairo, New Cairo, Egypt** **Requisition ID: 69280** **Schindler stands for mobility. Mobility needs experts.** **Join our team in Cairo.**: Founded in Switzerland in 1874, the Schindler Group is a leading global provider of elevators, escalators, and related services. Schindler mobility solutions move one billion people every day all over the...

  • Tam Manager/director

    3 days ago

    مصر, Egypt Oracle Full time

    TAM Manager/Director-2300049L **Applicants are required to read, write, and speak the following languages***: English, Arabic **Preferred Qualifications** ***: Oracle Customer Success Services (CSS) is a Global Line of Business providing production support services, targeted guidance and personal support to help customers achieve the best results from...

  • Project Director

    3 weeks ago

    مصر, Egypt Gleeds Full time

    **About The Role**: The Gleeds business in Africa has enjoyed much success and growth in recent years, and we are looking to recruit a Project Director/ Executive Project Manager with experience in managing and contributing to construction projects in one or more of the following sectors. [_Industrial Projects_, OR _Top notch residential_, OR _Hospitality_,...