Senior Customer Service Manager - FR

Orange Business is here!

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

 

As a Senior Customer Service Manager, your mission will be to lead a dynamic team, ensure an outstanding customer experience, and manage strategic operations, contributing to growth and innovation within Orange.

• Lead, coach, and mentor team members to support their professional development.
• Manage customer relationships throughout the contract lifecycle, ensuring customer satisfaction.
• Oversee the quality of services delivered while ensuring compliance with contractual commitments.
• Plan and organize enterprise service operations to achieve operational efficiency.
• Develop and implement action plans to anticipate and mitigate service quality risks.
• Manage incidents and service disruptions, coordinating teams to ensure rapid resolution.
• Identify business development opportunities and propose appropriate solutions.
• Contribute to the development and monitoring of the operational management budget.
• Maintain technological and industry awareness to identify and promote innovative solutions.
• Train and support operational teams to ensure a high level of expertise and competency.
• Ensure operational compliance with applicable standards and regulations to maintain optimal service quality.
• Actively participate in coordination meetings with internal teams and customers to ensure strategic alignment.

 

 

About you

 

With a Master’s degree in Computer Science, Telecommunications, or a related field, you have solid experience in customer relationship management, particularly in a B2B environment.

You have excellent knowledge of office productivity tools and are able to analyze data and produce clear, insightful reports. Your expertise in project management and your ability to lead cross-functional teams make you a natural leader, capable of negotiating and managing conflicts while maintaining a positive mindset.

Professional Skills

• In-depth knowledge of enterprise IT and telecommunications solutions is required to effectively address customer needs.
• Proficiency in Microsoft Office tools, particularly Excel, PowerPoint, and Word, is essential for producing impactful reports and presentations.
• Experience in project management will enable you to effectively structure customer service initiatives.
• Strong data analysis and reporting skills are essential to support informed decision-making.
• Strong negotiation and conflict management skills are crucial for maintaining constructive customer relationships.

Soft Skills

• Strong listening, analytical, and synthesis skills to understand customer needs and respond effectively.
• Ability to bring together and lead diverse stakeholders toward common objectives.
• Strong organizational skills and attention to detail to ensure the quality of services delivered.
• Flexibility and curiosity to adapt to changes and developments within the industry.
• A strong team spirit and ability to work collaboratively to strengthen team cohesion.

 

 

 

At Orange, we offer an environment where your problem-solving mindset, technological ambition, and curiosity will not only be valued but also encouraged through continuous development. You will have the opportunity to inspire your team through people-focused leadership and make a real impact on our customers' businesses through innovative and tailored solutions.

 

 

 

What we offer

 

• Global Opportunities: Work within multinational teams and collaborate with colleagues and customers from around the world.
• Flexible Working Environment: Flexible working hours and the opportunity to combine office-based and remote work through hybrid working arrangements.
• Professional Development: Access to training programs and opportunities to develop new skills, upskill, or reskill.
• Career Growth: Opportunities for internal career progression and mobility within Orange.
• Supportive and Bold Culture: Health and well-being programs, diversity and inclusion initiatives, Corporate Social Responsibility (CSR) activities, and employee engagement events.
• Reward Programs: Employee referral program.

 

 

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.

Responsibilities

As a Senior Customer Service Manager, your mission will be to lead a dynamic team, ensure an outstanding customer experience, and manage strategic operations, contributing to growth and innovation within Orange.
- Lead, coach, and mentor team members to support their professional development.
- Manage customer relationships throughout the contract lifecycle, ensuring customer satisfaction.
- Oversee the quality of services delivered while ensuring compliance with contractual commitments.
- Plan and organize enterprise service operations to achieve operational efficiency.
- Develop and implement action plans to anticipate and mitigate service quality risks.
- Manage incidents and service disruptions, coordinating teams to ensure rapid resolution.
- Identify business development opportunities and propose appropriate solutions.
- Contribute to the development and monitoring of the operational management budget.
- Maintain technological and industry awareness to identify and promote innovative solutions.
- Train and support operational teams to ensure a high level of expertise and competency.
- Ensure operational compliance with applicable standards and regulations to maintain optimal service quality.
- Actively participate in coordination meetings with internal teams and customers to ensure strategic alignment.