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Customer Service Director

6 months 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 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**:
**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 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

**Contract**:
Regular