Customer Service Manager

Overall CSM Responsibility • To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements) • To be the Malaysia and International customer’s primary point of contact within Orange Business Services, for all Service-related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point. • To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to up-sell Service Management and/or other Orange products and services. • To maintain adequate knowledge of Orange Business Services solutions and services Service Level Management • The CSM prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site. • Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP). CSM manages all improvement actions triggered by: • Quality Connect Survey (related to any and all functional areas), Customer complaints (including those related to customer invoices) CSM (proactive action identification), Analysis of chronic incidents • the CSM ensures that the actions are well defined, have target date and an owner within Orange Business Services • progress is being made on the actions and that action owners provide status on a regular basis • the problem is resolved in the shortest time to achieve customer satisfaction • actions logged and managed in Service Improvement Program (SIP) database • action status presented by CSM to customer during monthly and annual service review meeting and in between as updates become available. • The CSM prepares the monthly customer report (SLA compliance, incidents, SIP status). • If the customer has subscribed to Extended Service Delivery, reporting includes SLA & performance reporting as well as report analysis and trending. • If the Customer has subscribed to Extended Service Support, incident reporting is included. • The CSM requests My Service Space/Oblicore reporting (via Service Request Form) for the customer. • CSM reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer- facing RCA to be communicated to the customer. • Any actions resulting from the RCA are included in the customer’s SIP and followed up by the CSM • The CSM ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager. Availability Management • CSM informs the customer in advance of any scheduled maintenance initiated by Orange Business Services which impacts the customer. Change Management • if the customer subscribed to Extended Service Support, the CSM handles: • communication: inform customer of Orange scheduled maintenance and communicate regarding customer requested changes • change coordination: CSM enters change requests into Change Management tool (MachX) and monitors progress of the change execution • NB: For clear and significant impact changes the CSM is responsible for scheduling, organizing and leading the Customer Advisory Board (CAB). Change Management • customer notification: CSM regularly updates customer during change process and after change implementation • reporting: CSM provides monthly report • billing: CSM to ensure all billable changes are accounted for • (NB: if a customer subscribes to VPO Option, the role of Change management would be transferred to VPO) Configuration Management • CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected. • If error is found, CSM should open a Data Integrity Help Desk ticket for correction. • CSM provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customer’s solution due to organic growth and Moves, Adds & Changes. • • CSM ensures all up-to-date documentation is posted on GCDR (Global Customer Document Repository), which is available to all Orange Business Services employees. • at a minimum, the 5+ required documents should be posted: 1: Customer Operations Guide (COG) 2: Service Level Agreement (SLA) 3: Topology Diagram 4: Customer account contacts list 5. Customer’s Business Objectives & Risks +: CSA Business Continuity Plan (if CSA is assigned) Financial Management • Have awareness of overall and service management profitability of their customer. Manage respective customer P&L, if in the scope of SMIS. Continuity Management • CSM is to organize a backup of his main deliverables towards the customer. • Include Service Continuity Plan based on business plans, SLA and risk assessments in the COG (after having been defined and agreed with the customer). • Ensure regular tests of Service Continuity plans, where agreed with the customer Skill Profile • Language Skills: Must speaks English • Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies • 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. • Degree level or equivalent (Business or Science Degree); ITIL certification Customer Service and Project Management experience • Minimum of 5 years of work experience in customer-facing organizations within the telecom or IT industry • Virtual team management experience good level of practiced technical knowledge • This is a local role in (country) and any successful applicant from outside (country) will be offered a local package. No mobility/ relocation assistance will be provided.