JOB DESCRIPTION / ROLE
Mission:
As an IT QoS Customer Service Manager your mission will be to:
- Support the relationship with the Business representative on the CTIO quality of services
- Drive the continuous improvement loop of the services provided by CTIO
Your activities:
You will be responsible of:
- Defining with the business representative which are the key services to follow
- Defining the service commitments and KPIs (NPS, verbatims, performance, availability, MTTR, ...)
- Building the action plans to enhance the user satisfaction by answering to the issues
- Building your networks and governance to priorize the actions to launch
- Ensuring the proper functioning of the quality loops on your scope by :
- Organizing meetings
- Animating the actors of the Quality Loop
- Following the execution of the service improvement action plans
- Ensuring the reporting of the services to the business and the management
In a transverse way within the team you will:
- Capitalize with the other CSMs of the team on the best practices of this new CSM role
- Share on services common to several businesses (After Sales, Delivery, Sales...)
- Contribute as a Key User to the construction of the CTIO Services quality monitoring tool (QoS Cockpit)
REQUIREMENTS
About you
Expected Skills (some can be acquired on the job):
- You are customer oriented and focused on quality of service and results
- You have a proven experience and know how to manage complex projects
- You are known for your good interpersonal skills
- You are very proactive and take initiatives
- You are autonomous
- The animating role requires a strong ability to listen to the field
- You know how to work in a team and how to capitalize
- Due to the cultural mix of the team, English is a must
- You are French speaker
Department
Chief Technology Info Office
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.
ABOUT THE COMPANY
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.
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