Customer Service Manager

Orange Business is here About us Join us at Orange Business We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities. About the role Orange Cyberdefense specializesinthedesign,implementation andsupportofthemostreliableandinnovativesecurity solutionsandservices. Ourfocusandexperiencein Managed Security Servicesprovidesecurity andcontinuity tosafely enable our customers’ business to grow. Ourphilosophy isverysimple;weempowerorganizations to protectthemselvesin anincreasingly onlineworldsothatthey can maintain the trust and confidence of their customers. Put simply, we safely enable business. The role of the Customer Service Manager isresponsiblefor maintaining the relationship with the customer for the services delivered by GOPS and reporting on the services on a regular basis.ReportingtotheTeam Lead Customer Service Management andworking closely with Operational Managers and Team Leads to ensure delivery of regular Service Review Meetings at the contractually defined frequency, follow up on the correct invoicing and serving as level 3 escalation for any issues escalated by the customers. Key Responsibilities–Strategic Maintain customer satisfaction and relationships KeyResponsibilities–Tactical/Operational Maintain a good relationship with the operational management team and the engineers Follow up on perimeter and ensure correct invoicing Serve as a L3 escalation point Supervisory requirements of the role The role has no direct reports, but as with all other members of the OCDGlobalOpsteam, they will be expected to contribute to the mentoring of junior staff, trainees and apprentices as required. Key PerformanceIndicators Inaddition to individualobjectivessetbythe Head of Operational Governancewhicharereviewedaspart of individualperformance management reviews the Customer Service Manager role has the following KPIs: Regular hosting of service review meetings at a frequency defined in the Statement of Work. Correct handling of level 3 escalations, verifiable from case updates by the CSM for tickets being escalated. Follow up on perimeter to ensure correct invoicing. Service perimeter validated and invoice approved each cycle. Follow up on KPI’s for the services delivered to the customer on a regular basis to ensure the stability of the service. 100 % of contractually defined KPIs reviewed and reported at each Service Review. About you Skills & Experience: The Customer Service Manager willneedtopossess the following skills and experience: Technical Expertise: Basic Understanding of Cybersecurity Concepts: Familiarity with fundamental cybersecurity principles and best practices. Awareness of common cyber threats and vulnerabilities (e.g., malware, phishing, ransomware). IT Service Management (ITSM) Knowledge: Understanding of ITIL (Information Technology Infrastructure Library) processes, including incident management, problem management, change management, and service request management. Ability to interpret and discuss ITSM metrics and reports. High-Level Technical Knowledge: Basic knowledge of network infrastructure, including routers, switches, firewalls, and VPNs. Understanding of common IT systems and platforms (e.g., Windows, Linux, cloud services like AWS or Azure). Familiarity with Ticketing Systems: Experience with using ticketing and service management tools (ServiceNow) to track and manage incidents, changes, and problems. Ability to generate and interpret reports from these systems to understand ticket status and progress General Expertise: Basic Issue Identification: Identifying common and straightforward customer issues when needed and directing them to the appropriate technical teams. Customer Communication: Maintaining clear and effective communication with customers to manage expectations and provide regular updates. Understanding SLAs: Ensuring that customer issues are resolved within the Service Level Agreements (SLAs) and communicating any potential breaches to the customers. Knowledge Base Utilization: Using existing Customer Operation Guide to provide quick solutions to common process issues. Learning and Adaptation: Rapidly learning the company's products, services, and customer management processes. Key Responsibilities-InformationSecurity Incommon withallroles in OCDGlobalOperations,thisrolemustcomply with the Information Securitypoliciesand procedures in place at the time. Key Responsibilities-DataProtection Incommon withallroles in OCDGlobalOperations,thisrolemustcomply with the DataProtection policiesandprocedures in place at the time. Location, TravelandWorkingHours Thisrolewillbebased ina GlobalOperationshubandwillberequired toworknormalbusinesshours. In case of escalations the Customer Service Manager is expected to be available on exceptional basis outside of normal business hours. You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively. What we offer The benefits of being Orange Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification. Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features: Medical plan Dental plan Life insurance Meal allowance Transportation allowance Bonus plan Gympass Day care Private pension fund Birthday gift (day off) Give a day, get a day (day off) Maternity Leave (6 months + 1.5 year of teleworking) Paternity Leave (15 days + 5 months and 15 days of teleworking) Orange Employee Solutions (psychological and legal assistance) Shiatsu Labor gymnastic Teleworking Reimbursement Flexibility Friendly and caring environment Global work environment. Only your skills matter Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs. #J-18808-Ljbffr