Prepares periodic customer service reviews Ensure customers complains are managed and resolved in a timely manner Proactive Action (identified proactively by the CSM) Customer Complaints and Escalations handling (including those related to customer invoices Quality Connect Survey (related to any and all functional areas) Create and manage Service Improvement Plans triggered by: Work with the account team to sell Orange products and services Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
Participates in major incident and crises, assisting in customer communication or other activities as needed. Works hand-in-hand with operational teams to ensure effective delivery of services within SLA and helps to identify areas for continuous improvement (knowledge, process, etc.). Has awareness of overall and service management profitability of their customers Acts as the customers' primary point of contact and an escalation point Holds accountability for the Quality of solutions (LAN, UC, SD-WAN, etc.) provided to Customer
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