Customer Service Manager

Description de l'offre

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.

additional information

Mandatory Skills :

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

General IT Knowledge,

Microsoft Product suite,

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.

contract

Regular