ORANGE – CUSTOMER ENGAGEMENT & QUALITY SPECIALIST 2080 views

 

Job description

Reporting to the Director of Customer Relationship Management, the successful candidate will be responsible for guaranteeing coherence and centralization of the supportive activities provided to other departments (Quality Assurance and Training) and ensuring availability of front office access via call centre and premium service quality through quality and consistent responses.

The main duties include but are not limited to:

Ensuring Orange is offering the highest standards of customer experience for all its offers and services and building a strong differentiation in this matter on the market
Manage the relationship with Outsourced Partners, by ensuring that all contractual obligations are performed by both parties
Manage Training & Quality functions for commercial departments and ensure consistent improvement.
Manage the relationship with the Call Center Outsourced Partner, by ensuring that all contractual obligations are performed by both parties, where there is any form of deviation corrective measures swiftly taken
Ensure training (refreshers) is provided to the Outsourcer Team for products/services & promotions
Monitor & report on performance of the Outsourcer
Engage departments on issues affecting performance of the Outsourcer and ensure matters are resolved timely
Ensure customer satisfaction in all customer service activities performed by the Outsourcer
Identify commercial training needs, develop training material, plan and deliver relevant & regular training
Liaise with other departments to collate information needed to improve commercial staff product knowledge
Organize training facilities and other logistics to achieve efficient training attendance and delivery
Design and conduct customer satisfaction surveys, analyse collected data & produce statistical reports
Observe/benchmark global trends on Service delivery quality performance practises
Assist in setting CSR performance objectives to ensure that customers receive consistent service quality
Implement COPC standards and certification
Provide clear organizational framework for control of quality standards

Build benchmarks and identify best practices related to customer experience in telcos
Manage offer and service launch process regarding customer experience (go to market
Identify KPIs related to customer experience and monitor them through a monthly dashboard
Identify the main priorities to address in order to improve customer experience in all the customer journey details, including all customer interactions with Orange, and the level of effort required
Set customer experience targets and mechanisms to measure progress, in order to ensure that company is implementing best in class customer experience with optimal efficiency
Lead relevant initiatives to improve customer experience in priority areas and assess the impact of these initiatives on sales, churn and report on them through a monthly review at Executive committee level

Requirements
Skills:

Strong experience in customer service, projects, processes, training & quality management preferably in the Mobile Telecommunications industry
Focused on Business and results driven
Strong leadership skills
Excellent business management and developmental skills
Creative, innovative and proactive
Analytical skills
Excellent interpersonal, oral and written communication skills
Deadline oriented and able to work under pressure
Ability to work in a cross-functional environment and influencing skills

Qualifications and experience:

Bachelor Degree with complement on Information Systems
5 Years relevant experience in project management or in a similar role.