Senior Customer Service Manager

**About the role**:
**Responsibilities**:

- Holds accountability for the Quality of solutions (LAN, UC, SD-WAN, etc.) provided to Customer
- Acts as the customers' primary point of contact and an escalation point
- Has awareness of overall and service management profitability of their customers
- Works hand-in-hand with operational teams to ensure effective delivery of services within SLA and helps to identify areas for continuous improvement (knowledge, process, etc.).
- Participates in major incident and crises, assisting in customer communication or other activities as needed.
- Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
- Work with the account team to sell Orange products and services
- Create and manage Service Improvement Plans triggered by:

- Quality Connect Survey (related to any and all functional areas)
- Customer Complaints and Escalations handling (including those related to customer invoices
- Proactive Action (identified proactively by the CSM)
- Ensure customers complains are managed and resolved in a timely manner
- Prepares periodic customer service reviews
- Handles non-commercial customer queries and complex customer service issues
- Proactively inform customer and end-users in advance of any anticipated service interruptions
- Provides capacity analysis, forecasts and recommendations
- Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
- Handles change requests, tracking of change implementation, change reporting and change billing.
- Responsible for data integrity of customer information in all systems/tools
- Provides customer with up-to-date technical documentation, including the Customer Operations Guide
- Ensures all technical documentations are posted and updated.
- May be required to provide regional service management support and working hours may be adjust to correspond to the customer's specific regional need.

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

- Degree level or equivalent (Telecommunication Engineering, Computer Since, Computer engineering, Business or Science Degree);
- 6 to 7 years of experience, preferably in a customer support in the telecommunication industry.
- ITIL foundations certification
- Customer Service Management and Project Management Experience
- Possess virtual team management experience
- Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Possess excellent communication, negotiation, presentation and organization skills
- Is fully empowered to coordinate all entities involved in technical performance of our solutions
- Able to work independently with initiative and proactivity
- Able to work well under pressure and can handle escalations calmly and competently
- Fluent in both spoken and written English
- Ability to work business hours based on customer region (e.g., NAM, or APAC hours)

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

- Degree level or equivalent (Telecommunication Engineering, Computer Since, Computer engineering, Business or Science Degree);
- 6 to 7 years of experience, preferably in a customer support in the telecommunication industry.
- ITIL foundations certification
- Customer Service Management and Project Management Experience
- Possess virtual team management experience
- Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Possess excellent communication, negotiation, presentation and organization skills
- Is fully empowered to coordinate all entities involved in technical performance of our solutions
- Able to work independently with initiative and proactivity
- Able to work well under pressure and can handle escalations calmly and competently
- Fluent in both spoken and written English
- Ability to work business hours based on customer region (e.g., NAM, or APAC hours)

**Department**:
Customer Services & Operations

**Contract**:
Regular