Customer Service Manager
Orange Business Services
Sandton, South Africa
1d ago

About the role

To be the customer’s primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Global Customer Support Centre (GCSC) will be the primary escalation point).

  • Be the Owner of the Run Phase for Network Services for large International accounts
  • Build Customer Satisfaction by ensuring Service Control and a Quality Relationship
  • Manage Customer Expectations based on Contract, Service, and resources available
  • Optimize Service Management based on Customer Business Objectives
  • Be Customer main Point of Contact for Service, delegating as necessary
  • To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to up-
  • sell Service Management and / or other Orange products and services.

  • To maintain adequate knowledge of Orange Business Services solutions and services
  • Provides regular reviews of progress against planning, what is complete and what remains to be done
  • Identifies portfolio risks and their mitigation plans or solutions.
  • Chair Service Review Meetings to follow-up Quality of Service and Service Levels
  • Advise Customer on Service Usage, Processes, new Offerings, propose new Services
  • Anticipate risks by detecting and fixing potential Service issues
  • Ensure minimal resolution times by organizing Support and Documentation
  • Ensure Customer Updates and Coordination of Internal Teams for Major incidents
  • Ensure Customer Interface and Coordination of Internal Teams for Complex Changes
  • Follow-up Service Levels and take appropriate actions on SLA breaches
  • Arrange Maintenance windows / Release management / Customer tests
  • Interlock with Internal teams (Network, Account) to deliver an end-to-end Service
  • Provide Customer with Service Deliverables (COG, Dashboards, Meeting Minutes, RCA, SIP)
  • Maintain internal knowledge about the service and Customer documentation
  • Work with the Operations team to provide a relevant stream of System and Software information to the Customer
  • Program, manage and facilitate System and Software upgrades where appropriate
  • Responsible Domains :

    Service level management - Ensure overall services are delivered within the SLA. Identify issues and initiate SIPs

    Incident Management - Monitor incident management process. Track incidents that are at risk of breaching SLA. Provide customer RCA / incident report following critical incidents.

    Change Management -Facilitate customer CAB all Responsible Domains i.e. MPLS / VSAT. Manage all change requests (log changes, planning , progress, escalations etc.

    Governance - Facilitate regular customer meetings and compile meeting minutes. Compile regular reports & Documentation

    Admin & Tools - Maintain customer user access to various tools. Maintain performance management portal customize content

    Capacity Management - Gather and process data to track capacity -Prepare capacity dashboards.

    Projects - Participate in project scoping (technical & service management). Provide technical input as required. Participate in regular project meetings (representing Service Management)

    About you

    Engineering / Computer Science Degree / Information systems degree

    Be ITIL qualified - minimum of Foundation level

    Customer Service and if possible Project Management experience.

    At least 5-10 years of experience in a customer facing position within the IT industry with minimum 2 years in a similar role.

    Network topology and architecture experience,

    Good knowledge of Cisco networks (troubleshooting and analysis)

    Working knowledge of general network products i.e. shaping / compression / acceleration etc.

    Ability to gain very rapidly thorough knowledge of the organisation structure, processes, roles and responsibilities within Organization, especially for programmes with tight deadlines

    Good organisational ability to ensure each team member understands what is required of them and knows how to escalate any issues

    Ability to multi-task and set priorities

    Self-motivated

    Meet financial targets for both Customer and Organization.

    Expert in the methods and techniques for reporting the progress of activity against plan.

    Language Skills : English (if not mother tongue, fluent written and verbal)

    Good interpersonal skills, good communication & presentation to C-Level

    Be proficient at report generation and have excellent Word, PowerPoint and Excel skills

    Be able to demonstrate a track record of rapport building with Customers and Engineers

    Have a history of working in Heterogeneous & Complex Environments where you are responsible for delivering services for mission critical Systems and Solutions

    Be Proactive and team spirited attitude

    Have Strong communication skills (oral & written) in order to deliver clear concise instructions / reports

    Have good commercial awareness and understanding of technical developments within the industry & landscape.

    Mandatory Skills :

    Networks - MPLS, VPN, Routing , LAN, Switching, Cisco

    Business Presentations.

    Excellent Business Communication skills.

    Must have appropriate citizenship or work permit to work in South Africa.

    Department

    Customer Services & Operations

    Orange Business Services 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 business.

    Regular

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