about the role
Within a worldwide and multi-cultural team you will be in charge of the Customer Service Management for some important and strategic Middle East customers :
As the ambassador for your Customers, you create a relationship of trust, and you help to improve their customer experience
By analyzing the results of Customer surveys you provide to your Customers personalized responses
You monitor their satisfaction and develop improvement plans to address concern areas
You contribute to leverage positive Customer satisfaction experiences as learning best practices.
You monitor the Quality of Services delivered to your Customers regarding contracts SLAs, the
analysis of representative KPIs and when necessary you propose to your customers improvement
In this framework you organize and animate periodic reviews of QoS and incidents
You may also propose to your Customers offers of Professional Services adapted to their expectations
You interact with Sales managers and Customer Service managers to ensure that the Customers’ requirements are understood and commitments are met.
Years of experience - at least 5 years
You like working in teams, transversally, and in project mode
Capacities of analysis and synthesis are qualities expected for this job
You have a global knowledge of telecom networks
ITIL best practices knowledge
Ability to adapt to different cultures and environments
English is usual language and French is a good to have, but not required.
Experience over degree-degree is not mandatory
Leadership experience and customer oriented, you like to communicate
Within the Wholesale & International Network Division (WIN), International Carriers (IC) is the Group entity in business relation with international wholesale operators.
Entity of 450 people, located in France (Paris) and abroad (12 countries), International Carriers manages 4 major types of business : voice, data-internet, mobile services and security, anti- fraud.
IC brings together all activities of end-to-end business : sales, marketing, pre-sales, after-sales service, Sales administration.
Within IC, C2SO (Customer Services and Sales Operations) manages among others the after-sales service of the products proposed to customers.
The principal mission of C2SO is to provide to Orange International Carriers customers, an unrivalled customer experience :
Hosted Staff-WIN & TGI