Customer Service Director

3 days ago


Mansoura, Egypt Orange Business Full time

**About the role**:
**Responsibilities**:
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 outsourced services and solutions
- Accountable for accuracy of billing for services delivered
- Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation
- To position Service Management product offering in response to Customer needs
- 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
- 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.
- Lead Service Improvement Program; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
- Help customer up-scope existing contracts; help visualize the enhanced value and assist CBU / ECT to 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.
- Win trusted status as the extended member of customer’s service team.
- Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
- Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer
- 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.
- To assist CSM Management team in developing Service Management revenue opportunities on new business.

**About you**:
**Required Skills**:
**Qualifications**:

- Degree level (Bachelor or equivalent); ITIL certification, MBA is a plus
- 12+ total years of experience
- Customer Service Excellence / Face-to-face customer interaction advanced experience
- Multi-disciplinary experience in customer-facing roles
- Proven track record in managing multiple Service Management teams / third party vendors
- Experience in Service Management/project management (performance, risk and cost control);
- Proven leadership skills with virtual teams
- Budget management and cost controlling experience

**Skills**:

- Language Skills: English fluent (spoken & verbal)
- Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Soft Skills: good communication, negotiation, presentation, organization skills
- Can work well under pressure and can handle escalations calmly and competently.
- Proactive, can-do attitude
- Diplomacy, tact and multi-cultural awareness
- Tenacity and persistence

**Additional information**:
**Required Skills**:
**Qualifications**:

- Degree level (Bachelor or equivalent); ITIL certification, MBA is a plus
- 12+ total years of experience
- Customer Service Excellence / Face-to-face customer interaction advanced experience
- Multi-disciplinary experience in customer-facing roles
- Proven track record in managing multiple Service Management teams / third party vendors
- Experience in Service Management/project management (performance, risk and cost control);
- Proven leadership skills with virtual teams
- Budget management and cost controlling experience

**Required Skills**:

- Language Skills: English fluent (spoken & verbal)
- Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Soft Skills: good communication, negotiation, presentation, organization skills
- Can work well under pressure and can handle escalations calmly and competently.
- Proactive, can-do attitude
- Diplomacy, tact and multi-cultural awareness
- Tenacity and persistence

**Department**:
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 génératio


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