Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

Orange Business Services

Job Requirements

Job Responsibilities

Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

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Hiring Organization Orange Business Services
Job Location Dubai, United Arab Emirates
Date Posted September/15/2022
Base Salary AED
Employment Type Full Time
Valid Until N/A

Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

List Of Vacant Positions (Newly Updated)

Senior Customer Service Dubai, United Arab Emirates


To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)

Job Responsibilities:

  • To maintain adequate knowledge of Orange Business Services solutions and services
  • Provides a support role to the management team ,This can include team leadership, pastoral activities, coaching and mentoring of CSM colleagues, deputizing for CSM Head where needed.
  • Assists in bids and customer presentations for new logos during RFP period and during contract renewals.
  • Prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site.
  • Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP).
  • Prepares the monthly customer report (SLA compliance, incidents, SIP status).
  • Reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer.
  • facing RCA to be communicated to the customer.Any actions resulting from the RCA are included in the customer’s SIP and followed up .
  • Ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.
  • Provides capacity analysis and recommendations .
  • Ensures that data integrity issues concerning customer information in all systems/tools are corrected.
  • Have awareness of overall and service management profitability of their customer.

Job Requirements:

  • Fluent in Arabic and English
  • Good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
  • Good communication, negotiation, presentation, organization skills
  • Can work independently, shows initiative and proactivity.
  • Can work well under pressure and can handle escalations calmly and competently.
  • Additional information Customer Service and Project Management experience
  • at least 7 years of work experience in customer-facing organizations within the telecom or IT industry
  • virtual team management experience
  • good level of practiced technical knowledge
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