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Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Mauritius
Reference: ONG-267216
Job Published: July 26, 2018 13:22

Job Description

About the role

To act as an operational point of contact on support service for customer/global business owner contacts

Is responsible for quality of service

  • reports monthly on service levels, support and performance
  • organizes and chairs weekly / monthly service review meetings
  • proposes and conducts service improvement plans
  • interlocks with the other Orange entities, including the Network CSM

Participates to support

  • is the escalation point to coordinate processing of critical incidents
  • provides root cause analysis reports and conducts correction plans
  • coordinates processing of complex changes and requests
  • coordinates organization of maintenance operations

Crisis management

  • during a crisis reports regularly on investigation and resolution progress
  • escalates internally within Orange to get the level of attention required
  • coordinates Orange internally to reach the quickest resolution

Organizes quality of support

  • ensures about up-to-date status of all the internal support documents
  • updates the customer operations guide – the user manual for support
  • ensures about efficiency of the support processes put in place

Internal and Customer training

  • trains Customer to using the Orange processes and tools
  • trains Orange internal Teams to Customer specificities

Technical solution tracking

  • provides advice for optimized operations of the solution
  • analyzes capacity to anticipate evolutions well in advance
  • tracks hardware evolutions to guarantee coherence of operations

Solution evolution

  • works with Orange marketing to evolve the solution as required
  • provides advice on technical solutions, recommends updates and evolutions


About you

Diploma in Computer Science / Telecommunications / or any related field

Experience in customer service or project management

At least 5 to 6 years of customer experience in the IT industry

Languages: French (written and spoken language) - English (written and spoken language)

Technical know-how: IT Services, IT 

Good interpersonal skills,

Good communication and presentation skills


*Dear Candidate, kindly note that this role is not managed by Castille. Orange, in this case, is responsible to manage the application process. In case of any difficulties, feel free to contact, and we will direct your query to the relevant contact at Orange.