votre rôle
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.
• In this framework you organize and animate periodic reviews of QoS
• 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.

votre profil
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
• Motivated
• Leadership experience and customer oriented, you like to communicate
• Customer Facing

le plus de l'offre
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

entité
Hosted Staff-WIN
L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.
Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.
Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
Venez vivre cette aventure avec nous !
contrat
CDI
Shore 3, Casablanca, Maroc - Maroc