Customer Service Manager

Job Description

About the role
– Holds accountability for the Quality of solutions provided to Customer
– Acts as the customers’ primary point of contact and an escalation point
– Has awareness of overall and service management profitability of their customers
– Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
– Work with the account team to sell Orange products and services
– Create and manage Service Improvement Plans triggered by:
– Quality Connect Survey (related to any and all functional areas)
– Customer Complaint (including those related to customer invoices
– Proactive Action (identified proactively by the CSM)
– Ensure customers complains are managed and resolved in a timely manner
– Prepares periodic customer service reviews
– Handles non-commercial customer queries and complex customer service issues
– Proactively inform customer and end-users in advance of any anticipated service interruptions
– Provides capacity analysis, forecasts and recommendations
– Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
– Handles change requests, tracking of change implementation, change reporting and change billing.
– Responsible for data integrity of customer information in all systems/tools
– Provides customer with up-to-date technical documentation, including the Customer Operations Guide
– Ensures all technical documentations are posted and updated