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.

• Represent and champion Customer within Orange Business Services and be Orange's ambassador within customer's organization
• Fully understanding the nature of the Customer’s business and the applications they operate over the Orange's network. 
• To define a future state vision for the customer experience, and developing strategies aligned to that vision.
• To understand/define/refine the customer expectations and develop "treatments", based on insight into customer behaviors.
• Translate treatments into business rules that define how each type of interaction should be managed for each customer .
• to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
• to analyze "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
• Designing customer experiences (CE), that reflect the Orange way of customer service
• Translating high level experience design into specific actions which customers will receive for each type of interaction
• Executing CE assessments and gap analyses (NPS, VOC, Best Practices, Competitive)
• Producing the Customer Experience Life Cycle and touch-point Maps and Interaction Occasions
• proactively working to improve services and governance of services provided by Orange
• perform proactive analysis to assess current state of customer deliverables and channelize resources to improve. Here are the broad areas:
  • root cause analysis
  • proactive problem management
  • customer health check
  • proactive health dashboard

Should possess

• Excellent customer service skills
• Good leadership skills
• Ability to build relationships with peers ,stakeholders
• Excellent interpersonal skills
• Good time management, organizational skills
• Ability to work under pressure and deal with multiple tasks concurrently
• Proactive, self-motivated, and able to create value propositions.
• Analytical and quantitative skills
• University Degree - Bachelor of Engineering will be preferred
• ITIL4 foundation
• Excellent verbal & written communication skills in English 
• 7-8  years of work experience, at least 3 years in telecom domain
• At least 4 years in a customer facing role
• Customer Service and Service Management Experience
• Good level of practiced technical knowledge of Networks, Voice, Security etc. with market understanding

• Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working) 
• Professional development: training programs and upskilling/re-skilling opportunities
• Career growth: Internal growth and mobility opportunities within Orange 
• Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events 
• Reward programs: Employee Referral Program, Change Maker Awards

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.