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.

Job Purpose

The Customer Service Analyst is responsible for managing relationships with both internal and external customers while ensuring a high level of service quality. The role aims to deliver a differentiated customer experience, both human and digital, while ensuring compliance with contractual commitments and service quality standards.

Key Responsibilities

• Handle customer interactions via phone calls, emails, and e-chats while respecting defined KPIs.
• Manage customer requests and complaints related to delivery and billing issues.
• Ensure an excellent customer experience by providing efficient and professional support.
• Assist customers in using the Espace Client Entreprise (ECE).
• Maintain a high level of customer satisfaction by ensuring timely and accurate responses.
• Promote and support the adoption of digital services among customers.
• Contribute to the continuous improvement process by identifying recurring issues and suggesting improvements.
• Work collaboratively across teams and departments to resolve customer issues.
• Create value at every customer interaction and contribute to managing the omnichannel customer journey (phone, email, web).
• Demonstrate autonomy, adaptability, and agility in handling customer requests.

• Excellent communication skills.
• Strong customer relationship management abilities.
• Good time management and organizational skills.
• Ability to work effectively in a team environment.
• Ability to follow predefined processes and procedures.
• Proactive, motivated, and results-driven mindset.
• Flexibility regarding working hours.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong problem-solving and incident analysis skills.
• Good IT literacy.

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

• Global Opportunities: Work in multi-national teams with 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.