Senior Customer Service Manager

Job Description

About the role:As a Customer Service Manager at Orange Business, you will be responsible for managing the Customer Service Management for important and strategic APAC customers. Your key responsibilities will include:- Building and maintaining a relationship of trust with customers to enhance their overall experience- Analyzing customer survey results and providing personalized responses to address their needs- Monitoring customer satisfaction levels and developing improvement plans to address any areas of concern- Leveraging positive customer satisfaction experiences as learning best practices- Monitoring the quality of services delivered to customers based on contract SLAs and KPI analysis, and proposing improvement plans when necessary- Organizing and facilitating periodic reviews of Quality of Service (QoS)- Recommending Professional Services offerings tailored to meet customer expectations- Collaborating with Sales managers and Customer Service managers to ensure customer requirements are understood and commitments are metAbout you:To be successful in this role, you should have:- At least 8 years of relevant experience- Strong ability to work in teams, transversally, and in project mode- Excellent analytical and synthesis skills- Global knowledge of telecom networks- Knowledge of ITIL best practices- Ability to adapt to different cultures and environments- Proficiency in English, with French language skills being a plus- Motivation, leadership experience, and customer-oriented communication skills- A tech ambitious mindset with rigor, a taste for challenge, and determinationWhat we offer:Orange Business provides the following opportunities and benefits:- Global Opportunities: Collaborate with multi-national teams and customers worldwide- Flexible Work Environment: Work from office and home with flexible hours- Professional Development: Training programs and upskilling opportunities- Career Growth: Internal growth and mobility within Orange- Caring and Daring Culture: Health and well-being programs, diversity & inclusion initiatives, CSR activities, and employee connect events- Reward Programs: Employee Referral Program and Change Maker AwardsOrange Group is committed to diversity and inclusion, welcoming individuals from all backgrounds and identities. Orange is an equal opportunity employer and encourages applicants to share any specific needs for accommodation. About the role:As a Customer Service Manager at Orange Business, you will be responsible for managing the Customer Service Management for important and strategic APAC customers. Your key responsibilities will include:- Building and maintaining a relationship of trust with customers to enhance their overall experience- Analyzing customer survey results and providing personalized responses to address their needs- Monitoring customer satisfaction levels and developing improvement plans to address any areas of concern- Leveraging positive customer satisfaction experiences as learning best practices- Monitoring the quality of services delivered to customers based on contract SLAs and KPI analysis, and proposing improvement plans when necessary- Organizing and facilitating periodic reviews of Quality of Service (QoS)- Recommending Professional Services offerings tailored to meet customer expectations- Collaborating with Sales managers and Customer Service managers to ensure customer requirements are understood and commitments are metAbout you:To be successful in this role, you should have:- At least 8 years of relevant experience- Strong ability to work in teams, transversally, and in project mode- Excellent analytical and synthesis skills- Global knowledge of telecom networks- Knowledge of ITIL best practices- Ability to adapt to different cultures and environments- Proficiency in English, with French language skills being a plus- Motivation, leadership experience, and customer-oriented communication skills- A tech ambitious mindset with rigor, a taste for challenge, and determinationWhat we offer:Orange Business provides the following opportunities and benefits:- Global Opportunities: Collaborate with multi-national teams and customers worldwide- Flexible Work Environment: Work from office and home with flexible hours- Professional Development: Training programs and upskilling opportunities- Career Growth: Internal growth and mobility within Orange- Caring and Daring Culture: Health and well-being programs, diversity & inclusion initiatives, CSR activities, and employee connect events- Reward Programs: Employee Referral Program and Change Maker AwardsOrange Group is committed to diversity and inclusion, welcoming individuals from all backgrounds and identities. Orange is an equal opportunity employer and encourages applicants to share any specific needs for accommodation.

Keyskills :
Customer Service ManagementCustomer Relationship ManagementData AnalysisProfessional ServicesSales ManagementTelecom NetworksAdaptabilityLeadershipCommunication SkillsCustomer Experience ImprovementQuality of Service Monitoring