Head of Customer Service Management

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

Mission

• The mission encompasses leading the customer service operations to consistently meet high standards of service quality and customer satisfaction.
• Implement strategic initiatives that drive efficiency and innovation in service management in alignment with Orange Business’s vision.
• Cultivate an environment of collaboration and knowledge sharing that supports team growth and operational excellence.

Main activities

• Oversee the operational activities of employees responsible for managing customer service within France Operations.
• Lead the management of customer service across all product categories including Voice and Data, performed by offshore teams based in Egypt MSC.
• Develop and implement the strategic vision for future service roles, support offer optimization, marketing efforts, and facilitate resource and competence alignment with Orange Business objectives.
• Enhance the organization's ability and expertise internationally while positively influencing the Net Promoter Score (NPS) of customers.
• Engage extensively with internal stakeholders such as inter-GDO, Orange Business France, OBS SA / OCWS / OCD, and Marketing teams to foster synergies and collective success.
• Manage a team of approximately 40 employees, promoting efficient performance and continuous skill development.

About you

Mission

• The mission encompasses leading the customer service operations to consistently meet high standards of service quality and customer satisfaction.
• Implement strategic initiatives that drive efficiency and innovation in service management in alignment with Orange Business’s vision.
• Cultivate an environment of collaboration and knowledge sharing that supports team growth and operational excellence.
• Fluency in French Language is a must

 

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: Training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.