Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

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Senior Customer Service Mgr Jobs in Dubai | Orange Business Services

List Of Vacant Positions (Newly Updated)

Description:

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