Excited to grow your career?Orange is the next generation telecom operator on the Belgian Telecom market and digital transformation is one of our strategic priorities. To carry this out, we are continuously investing in our talents to log into all of tomorrow’s challenges.You might be glad to know that we are looking for a passionate Customer Service Manager to join our Sales Team.Your missionAs Customer Service Manager IRISnet, you are part of the dedicated expert team and have the overall responsibility for Quality of Service and Customer satisfaction, for all implemented Orange Belgium, Orange ICT and IRISnet, in-sourced and outsourced services and solutions on assigned customers.As Customer Service Manager, you:
Develop and maintain the commercial relationship with our corporate customers in order to identify new needs and avoid churn.
Manage with the highest professionalism in a very structured way crises in order to maintain customer confidence in Orange Belgium (OBE). Propose and execute Service Improvement plans.
Initiate and monitor escalations related to incidents, SLA violation, billing issues and consolidate all answers in order to respond to customer complaints
Organize & lead internal and external review meetings to ensure transversal customers follow-up within both organizations (OBE/IRISnet)
Have cross-functional responsibility for the SLAs of OBE as well as those of IRISNet
Give advice on changes, upgrades and extensions to the customer topology/products based on in-depth analysis of customers traffic and profile in order to increase customers benefit and Orange Belgium profitability and detect during customer interactions potential business opportunities.
Analyze the troubleshooting, the usage and service reports with the customers and Orange Belgium departments, initiate and ensure the follow-up of the corrective actions
Interpret and present to the customers the reports on mobile/fix data/voice and MaTMa products according to what is imposed in the specifications (Mandatory reports and made available to ALL PABs)
Give customer advice on optimizations of their internal working procedures in order to achieve an efficient and excellent collaboration in operational matters between Orange Belgium and customers
Develop and maintain knowledge of the products and services commercialized by Orange Belgium and IRISnet for the B2B market, in order to be capable to provide responses of the highest quality to customer questions.
Specific ExpertiseMin. of 7 years of experience as Service managementClient relationship managementCommercial senseProject managementITIL V3 foundationBasic Telco and IT knowledgeYour profileYou have at least a bachelor degree and have experience working with corporate customers.You have good analytical, and problem solving skills, as well as listening skills.Able to work in and lead teams.You work with specialists to define action plan and monitor the progress made according to its plan in order to guarantee that the service offered meets the contract and service level agreements.Your main focus is the customer satisfaction.You have the ability to efficiently communicate in French, Dutch and English.What we offer youYou will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (performance bonus, company car, meal vouchers) and benefits package.Oh, and one more thing: working here is fun. Ask our people, during one of our many team events and company get togethers.Inspired? Please send us your resume and we will rapidly get back to you to invite you for further interviews.Apply now.
