Senior Customer Service Manager Orange Wholesale International

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Within Orange Wholesale, Orange Wholesale International (OWI) is the Group entity in business relations with international wholesale operators. With teams located in France (Paris) and abroad (21 countries), OWI manages 4 major types of business: voice, data-internet, mobile services and security/anti- fraud. OWI brings together all activities of end-to-end business: sales, marketing, pre-sales, after-sales service, Sales administration.Within OWI, C2SO (Customer Services and Sales Operations) manages among others the after-sales service of the products offered to customers.The principal mission of C2SO is to provide OWI customers, an unrivalled customer experience.

Within a worldwide and multi-cultural team, you will be in charge of the Customer Service Management for some important and strategic customers:

• As the ambassador for your Customers, you create a relationship of trust, and you help to improve their customer experience

• By analyzing the results of Customer surveys you provide to your Customers personalized responses

• You monitor their satisfaction and develop improvement plans to address concern areas

• You contribute to leverage positive Customer satisfaction experiences as learning best practices.

• You monitor the Quality of Services delivered to your Customers regarding contracts SLAs, the

analysis of representative KPIs and when necessary, you propose to your customers improvement

plans.

• In this framework you organize and animate periodic reviews of QoS 

• You may also propose to your Customers offers of Professional Services adapted to their expectations

• You interact with Sales managers and Customer Service managers to ensure that the Customers’ requirements are understood and commitments are met.

 

 

 

Years of experience - at least 10 years

• You like working in teams, transversally, and in project mode

• Capacities of analysis and synthesis are qualities expected for this job

• You have a global knowledge of telecom networks

• ITIL best practices knowledge

• Ability to adapt to different cultures and environments

• English is usual language and French is a good to have, but not required.

• Experience over degree-degree is not mandatory

• Leadership experience and customer oriented, you like to communicate

• This Is a Customer-Facing role

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.