Customer Service Manager Job in Deurne 2100, Antwerp Belgium
Customer Service Manager
Orange Business Services designs and provides enterprises of all sizes with convergent solutions to stimulate their growth and enhance their competitiveness.
In Belgium our activities are represented by 2 agencies (one in Brussels, one in Antwerp) and cover:
- Development, expertise, evaluation of critical applications and the supply of innovative technological solutions in the following sectors: industry, transport, banking.
- Network and security integration, built around the Think-build-run principle (consultancy, projects, audit, managed services)
Tasks
Overall CSM Responsibility
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)
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 Support Desk will be the primary escalation point).
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
Service Level Management
Service Improvement (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis).
CSM manages all improvement actions triggered by:
1. Quality Connect Survey (related to any and all functional areas)
2. Customer complaints (including those related to customer invoices)
3. CSM (proactive action identification)
4. Analysis of chronic incidents
The CSM prepares the monthly customer report (SLA compliance, incidents, service status, SLA performance reporting as well as report analysis and trending).
The CSM ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.
Other responsibilities
Availability Management, Capacity management, Change Management, Configuration Management and Continuity Management.
Profile
Bachelor or Master Degree in Business or Sciences
ITIL certification
Required Experience
• Customer Service and Project Management experience
• at least 2 -3 yrs of work experience in customer-facing organizations within the telecom or IT industry
• virtual team management experience
• good level of practiced technical knowledge
Technical Skills
• Good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
Soft Skills
• 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.
Language skills:
Trilingual English – Dutch – French
Location: Deurne (Antwerp region)
Start date: December 2011
Contract: Permanent contract