What are the responsibilities and job description for the Customer Service Director position at Orange Business?

Votre rôle

To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements.
To ensure full compliance to customized / outsourced Service Management product definition.
To be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues.
To lead management of customer service improvement plans in order to increase customer satisfaction.
To ensure adequate and timely reports which include measurements against customer SLA’s on quality, change and performance of the services provided to the customer.
Overall ownership of maintaining customer information is current in the relevant databases and repositories.
To lead regular customer service review meetings at corporate & executive levels both with the customer & internal within Orange.
Implement and lead a vendor management structure for outsourced Services for assigned customer.
To assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required.
To maintain adequate knowledge of Orange products and services.
Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
To validate and maintain customer service level agreements for assigned customer where required.
To assist SM management team in developing service management revenue opportunities on new business.
To lead the post sales extended customer Service team both local and remote.
Management of service management staff within sub region who are assigned to customer.
To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption.

Votre profil

Bachelor’s Degree in Information Technology, or related field.

10 Years in Customer Service (client-facing) or customer success roles, with at least 5 years in a leadership or management position.

Experience in managing cross-functional teams, including collaboration with sales, product, and technical support departments.

Experience overseeing international teams across different time zones and cultural backgrounds.

Solid experience in a technology-focused company, especially in SaaS, cloud services, IT infrastructure, or similar fields.

Experience with tech products or services, especially customer-facing solutions like software, platforms, or hardware.

Deep understanding of customer needs and a proactive approach to addressing them.

Skill in managing and resolving customer escalations efficiently.

Familiarity with defining, monitoring, and ensuring compliance with Service Level Agreements (SLAs).

Understanding of the company’s technology, products, and services, along with the ability to communicate technical information to non-technical clients.

Experience implementing process improvements and leveraging technologies like AI and automation to enhance service efficiency.

Le plus de l'offre

Ideal Candidate Profile : A seasoned professional with a strong blend of technical expertise, leadership skills, and a customer-first mindset, capable of driving customer satisfaction and loyalty while ensuring compliance and operational excellence. Demonstrated ability and interest in Continuous Improvement (LEAN, Six Sigma etc).

Entité

Global Delivery & Operations

Orange Business 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.

Contrat

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