Orange Business is 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.

Developing a close rapport with clients and not relying solely on Quality connect survey results. This will create a quick regularly feedback collection from customers through direct interactions.

Analyzing feedback to identify pain points and areas for improvement. This will lead to understanding what could be done better, what should we stop doing and what should we do more.

Understand the customer journey and map for possible upsell opportunities and improvements.

Guide the CSMs on how to lead a cross functional virtual team and foster collaboration. This will be achieved by facilitating the communication between different teams to solve complex customer problems effectively, Breaking down silos and encouraging a united approach to customer service.

Learn About the Business, Take the time to understand the organization's overall mission, vision, and goals. Familiarize yourself with the products or services the company offers and the target market.

Understand the account profitability, penalties and financial status. 

• Degree level or equivalent (Business or Science Degree);
• 8+ years of experience, preferably in a customer support in the telecommunication industry.
• ITIL foundations certification
• Customer Service and Project Management Experience
• Possess virtual team management experience
• Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions
• Able to work independently with initiative and proactivity
• Able to work well under pressure and can handle escalations calmly and competently
• Fluent in both spoken and written English
• Ability to work on NAM hours

You have unique experiences, skills and passions. Why not bring them all to Orange?

Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.

We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.
 

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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.