Customer Service Manager - Casablanca

Entreprise :

Orange Business est l’entité du Groupe Orange qui accompagne les entreprises et organisations dans leur transformation digitale. Forts de 29 100 collaborateurs à travers le monde, nous concilions présence globale et approche locale pour inventer avec nos clients de nouveaux business models permettant de libérer tout leur potentiel. Ainsi, nous créons un impact positif, à la fois pour leur activité et pour le monde qui les entoure.

Ce qui nous distingue de nos concurrents ? Notre double expertise : nous sommes à la fois opérateur de réseaux et intégrateur de solutions digitales. En tant qu’opérateur, nous construisons et exploitons des infrastructures complexes. En tant qu’intégrateur, nous concevons et manageons des solutions digitales de bout-en-bout.

Nous apportons à nos clients des solutions autour de 5 grands enjeux transverses : mettre en place leur espace de travail numérique, améliorer leur expérience client, faciliter l’essor de l’industrie 4.0, collecter et traiter les données, transformer et sécuriser leur infrastructure réseau.

C’est parce qu’Orange Business maîtrise toutes les étapes de la transformation digitale que nous proposons à nos clients les solutions les plus pertinentes.

Nous imaginons un futur épatant avec nos clients et nos collaborateurs !

Alors, prêt à rejoindre l’aventure ? 

Poste :

Within a worldwide and multi-cultural team you will be in charge of the Customer Service Management for some important and strategic North Africa customers. As the ambassador for your customers, you create a relationship of trust, and you help to improve their customer experience :

• By analyzing the results of customer surveys you provide to your customers personalized responses
• You monitor their satisfaction and develop improvement plans to address concern areas
• You contribute to leverage positive Customer satisfaction experiences as learning best practices.
• You monitor the quality of services delivered to your customers regarding contracts slas, the analysis of representative KPIs and when necessary you propose to your customers improvement plans.
• You may also propose to your customers offers of professional services adapted to their expectations
• You interact with sales managers and customer service managers to ensure that the customers’ requirements are understood and commitments are met.

Profil recherché :

• Years of experience - at least 10 years
• You like working in teams, transversally, and in project mode
• Capacities of analysis and synthesis are qualities expected for this job
• You have a global knowledge of telecom networks
• ITIL best practices knowledge
• Ability to adapt to different cultures and environments
• French & English mandatory
• Experience over degree-degree is not mandatory
• Leadership experience and customer oriented, you like to communicate
• Customer facing

Additional information

Within the Orange Wholesale, International Carriers (IC) is the Group entity in business relation with international wholesale operators.

IC brings together all activities of end-to-end business: sales, marketing, pre-sales, after-sales service, Sales administration.

Within IC, C2SO (Customer Services and Sales Operations) manages among others the after-sales service of the products proposed to customers.

The principal mission of C2SO is to provide to Orange International Carriers customers, an unrivalled customer experience:

• The accompaniment of the Account Managers to offer the most adapted solution to our customers
• Delivered of services on time and with the expected quality
• Dedicated customer service and customer-oriented quality service
• Piloting the restoration of the service, in the event of an incident
• Effective management of service commitments signed with customers

Adresse :

Traits de personnalité souhaités :

Implication au travail Improvisation Rationalisme Volonté de persuasion