Customer Service Manager CSM Overall Responsibility To provide Service management and leads the operation teams to provide support related to customers for the escalated issues, major changes, and quick solution evaluation. To govern the operation processes compliances and SLA as part of managing customer\xe2\x80\x99s expectation and satisfaction. Hence, good knowledge needed on the voice infrastructure design on VoIP, IPCC, Unified Communications, Voice Logger, Call accounting, Service BCP, etc related to the large corporate network. As of convergence network, basic knowledge of the data network is required for understanding the voice packets flow on WAN/LAN and firewall. Qualification/ Experience/Skills Qualification Degree level or equivalent (Business or Science); ITIL Foundation certification Experience Customer Service and Project Management experience At least 4-5 years of work experience in customer-facing organizations within the telecom or IT industry Extensive experience in managing VoIP, IPCC, Unified Communications, Voice Logger, Call accounting, and Contact Center services for large MNCs Virtual team management experience Good level of practiced technical knowledge Skills Language Skills: English (if not the mother tongue, fluent written and verbal), local language Technical Skills: good knowledge of Voice, Network, IT Services, Mobility, and/or integration solutions and technologies Good technical knowledge in Avaya, Genesys, Cisco UCS, Zoom, Microsoft Teams is required Soft Skills: good communication, negotiation, presentation, organization skills Can work independently, shows initiative and proactivity Can work well under pressure and can handle escalations calmly and competently. Please note that only shortlisted candidates will be notified within 2 weeks. Orange Business Services is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability, and veteran status Seniority Level Mid-Senior level Industry Information Technology and Services Employment Type Full-time
Orange is one of the world\xe2\x80\x99 leading telecommunications operator with sales of 42 billion euros in 2019 and 145,000 employees worldwide as at 31st March 2020, including 85,000 employees in France. The Group has a total customer base of 253 million customers worldwide as at 31 March 2020, including 208 million mobile customers and 21 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunications services to multinational companies, under the brand Orange Business Services. In 2019, the Group presented its new \xe2\x80\x98Engage 2025\xe2\x80\x99 strategic plan, guided by social and environmental accountability, aims to reinvent its operator model. While accelerating in growth areas and placing data and AI at the heart of its innovation model, the Group will be an attractive and responsible employer, adapted to emerging professions. Orange is listed on Euronext Paris (symbol ORA) and on New York Stock Exchange (symbol ORAN) Orange Business Services joined the landscape of Service centers in Kuala Lumpur 5+ years ago (2014) starting from CS&O and in early 2016, it has expanded to other functions like pre-sales, post -sales, Cybersecurity, Operations and Service Desk team with language capabilities.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5