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Customer Service Manager


Posted on August 9, 2018

4 - 5 years Other - Egypt

Any Nationality

Opening 01

Job Description

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• Holds accountability for the Quality of solutions provided to Customer
• Acts as the customers' primary point of contact and an escalation point
• Has awareness of overall and service management profitability of their customers
• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
• Work with the account team to sell Orange products and services
• Create and manage Service Improvement Plans triggered by:
• Quality Connect Survey (related to any and all functional areas)
• Customer Complaint (including those related to customer invoices
• Proactive Action (identified proactively by the CSM)
• Ensure customers complains are managed and resolved in a timely manner
• Prepares periodic customer service reviews
• Handles non-commercial customer queries and complex customer service issues
• Proactively inform customer and end-users in advance of any anticipated service interruptions
• Provides capacity analysis, forecasts and recommendations
• Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
• Handles change requests, tracking of change implementation, change reporting and change billing.
• Responsible for data integrity of customer information in all systems/tools
• Provides customer with up-to-date technical documentation, including the Customer Operations Guide
• Ensures all technical documentations are posted and updated

IT - Software Services

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

about you
• Degree level or equivalent (Business or Science Degree);
• 4 to 5 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
additional information
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.


Customer Service Customer Support Project Management Billing Team Management It Services Service Management Telecommunication Technical Documentation Rca


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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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