Customer Service Director

Vor 7 Tagen

Zürich, Zürich, Schweiz Orange Business Services Vollzeit

about the role

Do you enjoy discussing digital strategy with industry leaders ?

Are you a dynamic leader with a keen eye for strategy, team collaboration, and client satisfaction?

We're currently looking for an exceptional individual to join our Orange Business GDO team in DACH as Client Experience Director, leading a virtual Client Service Management team in orchestrating seamless solutions within our clients' multi-service eco-system.

Begin an adventure where customer focus intersects with creativity and innovation

Purpose:

A client-focused, team-oriented, and analytical Customer Service Director oversees and manages the overall client experience to ensure the client receives high-quality service and support and their needs and expectations are met. Leader of a virtual Client Service Management team that possesses a clear understanding of the client environment, team collaboration and end-to-end business outcome in order to facilitate the organization to successfully deliver the solutions. The Customer Service Director is the lead orchestration element in the Client's multi-service eco-system.

Responsibilities

Developing and implementing strategies to improve the overall client experience, including client service, communication, and satisfaction. Building and maintaining trusted relationships with clients, understanding their needs and goals, and orchestrating with all teams in the eco-system to deliver solutions that meet those needs. Ensuring all client interactions are consistent and aligned with the organization, teams, and respective stakeholders. Analyzing and reporting on client feedback, identifying areas for improvement, and implementing changes to enhance the client experience. Collaborating with other departments, such as sales, marketing, product development and CTIO to ensure a seamless and positive experience for clients across all touchpoints. Supporting, developing, implementing, and integrating new service management initiatives identified through interactions with our clients (, processes and procedures evolution, automation and digitalization, employee development, quality, and performance assurance). Overseeing the service management reporting posture with status overview on a variety of work priorities (program sponsorship). Working closely with Sales to understand account health and to identify any product issues and retention risks and, when necessary, addressing the identified issues. Responsible for maintaining service quality, operational efficiency and cost control for client success in the extended account management environment supported by his / her team members. Achieves Client Success objectives by contributing metrics and recommendations to strategic plans and reviews, preparing, and completing action plans, implementing productivity, quality, and client success audits, identifying client success trends, determining system improvements, and implementing change. Takes ownership of client issues and ensures his / her team follows through to resolution. Work with senior management to ensure all client issues are brought to completion. Determines objectives, sets priorities, installs organization and delegates work efficiently Identify, develop, and re-engineer processes with a focus on enhancing the overall client experience. Keep ahead of industry's developments and apply best practices to areas of improvement. Collaborate with Sales to ensure client care procedures are in place for all new Sales initiatives. Develop/prepare weekly/monthly internal reporting for status escalations, service management metrics, and voice of client. Supports Client Success financial objectives by contributing to forecasts, budgets preparations, scheduling expenditures, analyzing variances, and corrections. Responsible for training, scheduling, coaching, and develop his / her team members and nurturing an environment where they can excel through encouragement and empowerment. Manages and resolves conflict in a constructive manner.

about you

Seniority and multi-disciplinary experience in client facing roles Face-to-Face Client Management/Interaction and Relationship Management Client Service Management best practices and excellence 5 years of work experience in Service Integration / Operations Proven track record in leadership and management skills of teams Proven track record of at least 3 years of experience in project management (performance, risk, and cost control) Proven track record of developing creative solutions to complex problems Thorough understanding of Service Strategy, Service Design and Service Operation practices and principles Thorough understanding of Service Level Management Good level of practiced technical knowledge Skills in Data Management Agility and/or DevOps working experience and knowledge ITIL qualification and experience in execution Experience and/or certification in Quality Management methodology(ies) is desirable Six-Sigma or similar performance optimization methodology qualification is desirable MSO, MSI, SIAM, ITIL

Technical Skills

Good technical understanding of network-based services / and -technologies. Good knowledge of IT / IT Services. Good knowledge of Collaboration (MS Teams) and Contact Center solutions Outstanding knowledge of Security, Cloud services and/or Integration Solutions (IS Services) and technologies

Working knowledge in

Data Analytics, Business Intelligence Tools (OBIEE, Tableau, SAP BusinessObjects (Universe/WebI), PowerBI desirable Automation / Digital Proficiency using advanced Excel for data analysis and other Office365 features Service Design, Planning and Offering Business Finance

Soft Skills

Strategic and critical thinker, analytical approach, problem-solving, developing long-term plans to improve and maintain client experience Excellent communication skills both written and verbal with the ability to efficiently communicate with internal and external partners, and clients Excellent influencing, organization, negotiation, and presentation skills Innovative and creative Motivating and inspiring leadership skills, prioritization, steering, orchestration (internal/external), and support Strong analytical skills to identify areas for improvement, and to make data-driven decisions Can work well under pressure and can handle escalations calmly and competently Ability to succinctly articulate concepts and ideas in a simple fashion Client experience-focused, can-do, and proactive mindset Diplomacy, tact, and multi-cultural awareness Tenacity and persistence Demonstrated ability to manage multiple initiatives and priorities Team-oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views Capability to adapt to change and to respond to fast-emerging trends Able to build and develop a relationship with the client, identifying opportunities improving client experience and loyalty Strong interpersonal skills with the ability to lead and cultivate a performing and successful team English & French (fluent to native). German is a plus

Qualifications

Degree level or equivalent (Business or Science Degree) ITIL Expert Certification Cloud and/or Contact Center (ie, Genesys) Practitioner Certifications

additional information

NA

contract

Regular

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