Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 500 employees, that delivers advanced IT solutions, enhancing a wide range of activities and full cycle development, impacting millions of customers across Europe.

Orange Systems is looking for a new colleague to fill in the position of Customer Service Team Leader to work with our International Partners.

The Customer Service Team Leader will play an important role by undertaking tasks relating to: confirming customers appointments for installations and service visits; rescheduling of cancelled or unsuccessful appointments; monitor and schedule activities relating to failed installations (ensuring speedy resolution), as well as respond to inbound customer phone enquiries relating to their appointment.

what you will be doing:

• Lead the team of Customer Engineering Coordinators, managing their shift patterns, performance and serve as an escalation point of contact within the team
• Monitor and Manage the business units KPI’s relating to the performance of scheduling related activities. Metrics include: AHT, MTR, RFT, etc.
• Support Failed Installation activities which will require working across a number of different systems (Zendesk, CRM, Zinier*, Trackers) to ensure missed commitments are monitored, and resolution plans are being executed on and communicated to the customer
• Contact stakeholders directly requesting updates on Zendesk ticket
• Report outstanding issues by function and raise outstanding issues at weekly review forums
• Update the scheduling, prioritising of works within the Customer Engineering team, including customer engineering specialists, and customer service engineering teams
• Follow strict business protocols to ensure important engineering activities reported 
• Ensure strict adherence to client requirements, and that exceptions to BAU are managed in accordance with the work instructions
• Make use of company’s internal CRM and ERP systems to ensure timely updates of installation/ service activities
• Ensure availability to accept and manage customer contacts (via phone)
• Monitor and manage dynamic queues to ensure assigned tasks are actioned within SLA
• Raise issues relating to customer ‘un-happy’ paths, to ensure resolution

what we are looking for:

• University degree
• Proficiency in English, written and spoken
• Good computer skills (MS Office): good command of Excel and Word
• Experience in customer service role
• Telesales experience would be an advantage
• A passion for technology
• Highly detail oriented and very well organized in work
• Ability to prioritise work and manage time effectively
• Have a strong eye for detail
• Self-motivated
• A strong communicator both written and verbally

what's in it for you:

• international environment and guaranteed life-work balance
• a unique learning experience in our company
• working experience with great potential for growth
• competitive salary
• benefits and compensations that you can discover on www.orange.md/orangesystems 

We invite you to join Orange for a unique learning and working experience, with great potential for growth in an innovative environment. 

If you share the same views, please send us your CV today. We will be happy to welcome you into a young and dynamic team!

Working for Orange is one of a kind experience. Come check it out!
 

Orange Systems

Calea Iesilor 8, Chişinău, Moldova

e-mail: resurse.umane@orange.md