Customer Service Director

Orange

Cairo
Permanent
Full-time

1 month ago

about the roleOverall 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 youDegree level or equivalent (Business or Science Degree);ITIL intermediate certification is a must7-10 yrs of work experience in Global Service Transition / Operations; general technical understanding of network-based servicesCustomer Service Excellence / face-to-face customer interactionMulti-disciplinary experience in customer-facing rolesProven track record in managing multiple Service Management teams / third party vendorsExcellence in project management (performance, risk and cost control); ITIL or Six-Sigma qualification desirableProven leadership skills with virtual teamsFluency in English is a mustadditional informationYou 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.departmentGlobal Delivery & OperationsOrange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do businesscontractRegular

Orange

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