CSR Back Office Technical Mobile B2C

You assist Customers and first line contact centers regarding technical questions in order to serve our customers in a better way.

You analyze, solve, dispatch and follow-up on all trouble tickets and mails, in collaboration 3rd level teams (internal or external)

You detect incidents related to transversal products, services, applications with possible impact on customers and you apply appropriate priority & communication processes.

Furthermore, you inform customers continuously on the status of their problem according to the priority of the technical issue (internal and external customers).

You collect relevant information in order to prepare efficient communication towards our customers, management, partners and operational teams (proactively alarms, planned interventions and retro-actively for example incidents) and you translate technical information into customer language

Last but not least, you support the launch of new products and services (Friendly User Test) and think pro-actively about the required support. Duty role

1-2 years’ experience in a customer services environment.

Knowledge of contact center activities.

A strong interest in new technologies (Telco products, services, technical matters, network, data & Internet) and fast learning

Strong listening and communication skills.

In mindset and sometimes also in working hours you show a flexible attitude, because you will enter the ‘standby’ regime. You will also work once in a while on Saturday.

You show your engagement by being an Orange Ambassador

You communicate fluently in Dutch, French and English

“Problem solving” and “Persuasiveness! “Are your daily moto!