Customer Service Manager

**About the role**:
Overall CSM Responsibility

To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)

To be the Malaysia and International customer’s primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point.

To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to up-sell Service Management and/or other Orange products and services.

To maintain adequate knowledge of Orange Business Services solutions and services

Service Level Management

The CSM prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site.

Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP). CSM manages all improvement actions triggered by:
Quality Connect Survey (related to any and all functional areas)Customer complaints (including those related to customer invoices)CSM (proactive action identification)Analysis of chronic incidents

The CSM ensures that:
The actions are well defined, have target date and an owner within Orange Business Services

Service Level Management

Progress is being made on the actions and that action owners provide status on a regular basis

The problem is resolved in the shortest time to achieve customer satisfaction

Actions logged and managed in Service Improvement Program (SIP) database

Action status presented by CSM to customer during monthly and annual service review meeting and in between as updates become available.

The CSM prepares the monthly customer report (SLA compliance, incidents, SIP status).

If the customer has subscribed to Extended Service Delivery, reporting includes SLA & performance reporting as well as report analysis and trending.

If the Customer has subscribed to Extended Service Support, incident reporting is included.

The CSM requests My Service Space/Oblicore reporting (via Service Request Form) for the customer.

CSM reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer
- facing RCA to be communicated to the customer.

Any actions resulting from the RCA are included in the customer’s SIP and followed up by the CSM

The CSM ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.

Availability Management

CSM informs the customer in advance of any scheduled maintenance initiated by Orange Business Services which impacts the customer.

Change Management

If the customer subscribed to Extended Service Support, the CSM handles:
Communication: inform customer of Orange scheduled maintenance and communicate regarding customer requested changes

Change coordination: CSM enters change requests into Change Management tool (MachX) and monitors progress of the change execution

NB: For clear and significant impact changes the CSM is responsible for scheduling, organizing and leading the Customer Advisory Board (CAB).

Change Management

Customer notification: CSM regularly updates customer during change process and after change implementation

Reporting: CSM provides monthly report

Billing: CSM to ensure all billable changes are accounted for

(NB: if a customer subscribes to VPO Option, the role of Change management would be transferred to VPO)

Configuration Management

CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected.

If error is found, CSM should open a Data Integrity Help Desk ticket for correction.

CSM provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customer’s solution due to organic growth and Moves, Adds & Changes.

CSM ensures all up-to-date documentation is posted on GCDR (Global Customer Document Repository), which is available to all Orange Business Services employees.

At a minimum, the 5+ required documents should be posted:
1: Customer Operations Guide (COG)

2: Service Level Agreement (SLA)

3: Topology Diagram

4: Customer account contacts list

5. Customer’s Business Objectives & Risks

+: CSA Business Continuity Plan (if CSA is assigned)

Financial Management

Have awareness of overall and service management profitability of their customer. Manage respective customer P&L, if in the scope of SMIS.

Continuity Management