Customer Service Director
ORANGE BUSINESS SERVICES SINGAPORE PTE. LTD.
9 days ago
Posted date9 days ago
N/A
Minimum levelN/A
- To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements
- To ensure full compliance to customized / outsourced Service Management product definition
- To be the customer's primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
- To lead management of customer service improvement plans in order to increase customer satisfaction.
- To ensure adequate and timely reports which include measurements against customer SLA's on quality, change and performance of the services provided to the customer.
- Overall ownership of maintaining customer information is current in the relevant databases and repositories.
- To lead regular customer service review meetings at corporate & executive levels both with the customer & internal within Orange
- Implement and lead a vendor management structure for outsourced Services for assigned customer
- To assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
- To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required
- To maintain adequate knowledge of Orange products and services.
- Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
- To validate and maintain customer service level agreements for assigned customer where required.
- To assist SM management team in developing service management revenue opportunities on new business.
- To lead the post sales extended customer Service team both local and remote
- Management of service management staff within sub region who are assigned to customer
- To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption
JOB SUMMARY
Customer Service Director
ORANGE BUSINESS SERVICES SINGAPORE PTE. LTD.
Singapore
9 days ago
N/A
Full-time
Customer Service Director