Customer Service Manager

**About the role**:
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 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 (The Global Customer Support Centre (GCSC) will be the primary 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.

**About you**:
Qualification Degree level or equivalent (Business or Science Degree); ITIL certification
Experience - Customer Service and Project Management experience
- experience in customer-facing organizations within the telecom or IT industry
- virtual team management experience
- good level of practiced technical knowledge

Skills - Language Skills: English (if not mother tongue, fluent written and verbal), local language ( portuguese)
- 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.

**Additional information**:
**The benefits of being Orange**

Orange Business Services 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 Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

- meal allowance
- transportation allowance
- life insurance
- medical plan
- dental plan
- birth benefit
- day care
- private pension fund

**THERE'S NO RELOCATION PACKAGE/SUPPORT AVAILABLE FOR THIS POSITION.

**Department**:
Global Delivery & Operations

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

**Contract**:
Regular