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Customer Service Analyst

Orange

Posted on August 9, 2018

1 - 3 years Other - Egypt

Any Nationality

Opening 01

Job Description

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To monitor and evaluate usage and traffic management services.
To analyze the operation of customer s network and to report on Quality of Service.
To work on improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address Service Improvement Plan actions internally that have been agreed with CSM.
To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM and/or customer directly.
To monitor service performance and track chronic cases and work towards resolution of these chronic cases.
To support the CSM by advising planned maintenance and how this would affect the supported customer and proactively inform customer and end-users in advance of any anticipated service interruptions.
To maintain the customer documentation fully updated in the orange tools (GCDR, Oceane, Fileade etc).
Ensure customers complains related to reporting and data integrity are managed and resolved in a timely manner.
To actively assist in data integrity issues for the assigned customers.
To produce the Root cause analysis report for the customer where required and generate customer-facing RCA to be communicated to customers.
Primary point of contact within Orange Business Services, for all service reporting issues.
Attend regular customer service review meetings with CSM/CSD s/SSM s (monthly unless customer contract dictates otherwise)
Present and discuss reports provided, including measurements against Customer SLAs on Quality, Change, and Performance.
Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.


IT - Software Services

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

about you
Bachelor degree in Engineering
Excellent verbal & written communication skills in English language.
Excellent knowledge of MS-Office.
Fair technical knowledge of Networks.
additional information
Minimum of 1 to 3 years related work experience in customer facing organizations within the telecom or IT industry.

Keywords

Customer Support Telecominess Services Rca Service Usage Data Integrity Customer Service Analyst Root Cause Analysis

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Orange

Located in Al Dhafra Region, Abu Dhabi, Nawah Energy Company is the leading nuclear operator, contributing to the UAE’s civil nuclear program. The company was founded in 2016 as a subsidiary of Emirates Nuclear Energy Corporation (ENEC). It is a result of the joint venture between ENEC and Kore a Electric Power Corporation (KEPCO). Nawah Energy Company ensures adherence to the highest international standards of safety, quality and security, while maintaining operational transparency. Nawah plans to generate 5,300 megawatts of low-carbon electricity from 2020, and meet around 1/4th of the total electricity requirements of the UAE, while improving the quality of life.





Nawah Energy Company aims to protect the UAE environment by reducing carbon dioxide emissions by 12 million tons annually. It is a multinational, multicultural and Emirati-led company, which provides a dynamic work environment to top national and international talent and offer them with opportunities to grow. The company looks out for qualified and dedicated professionals with the ability to perform well as per the business requirements. Offering competitive remunerations and a good word environment to cater to the dynamic requirements of the esteemed clients, Nawah Energy Company aims at building a multi-skilled workforce.



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Website http://orange.jobs/jobs/offer.do?lang=en&joid=73225


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