Job Description

about the role

• Represent and champion Customer within Orange Business Services and be Orange's ambassador within customer's organization
• Fully understanding the nature of the Customer's business and the applications they operate over the Orange's network.
• To define a future state vision for the customer experience, and developing strategies aligned to that vision.
• To understand/define/refine the customer expectations and develop "treatments", based on insight into customer behaviors.
• Translate treatments into business rules that define how each type of interaction should be managed for each customer .
• to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
• to analyze "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
• Designing customer experiences (CE), that reflect the Orange way of customer service
• Translating high level experience design into specific actions which customers will receive for each type of interaction
• Executing CE assessments and gap analyses (NPS, VOC, Best Practices, Competitive)
• Producing the Customer Experience Life Cycle and touch-point Maps and Interaction Occasions
• proactively working to improve services and governance of services provided by Orange
• perform proactive analysis to assess current state of customer deliverables and channelize resources to improve. Here are the broad areas:

• root cause analysis
• proactive problem management
• customer health check
• proactive health dashboard

about you
Should possess

• Excellent customer service skills
• Good leadership skills
• Ability to build relationships with peers ,stakeholders
• Excellent interpersonal skills
• Good time management, organizational skills
• Ability to work under pressure and deal with multiple tasks concurrently
• Proactive, self-motivated, and able to create value propositions.
• Analytical and quantitative skills
• University Degree - Bachelor of Engineering will be preferred
• ITIL4 foundation
• Excellent verbal & written communication skills in English
• 7-8 years of work experience, at least 3 years in telecom domain
• At least 4 years in a customer facing role
• Customer Service and Service Management Experience
• Good level of practiced technical knowledge of Networks, Voice, Security etc. with market understanding

additional information

• Global opportunities: Work in multi-national teams with the 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

department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular

Skills Required