Cessation management specialist - All Locations

about the role

Mission:

Delivering Outstanding Customer Experience by providing end-to-end ownership of all RFCs for Disconnects of assigned customers / countries within committed timeframe and meeting other defined KPIs.

• Entry of all RFCs for diconnects, validation, tracking, scheduling, HQ & local customer ownership for all high value disconnection requests and all Diamond & Business Critical Customers and Strategically important projects etc. (Change & Release Management).
• Accountable for processing all RFCs for disconnects within committed timeframe and meeting quality standards and other defined KPIs. (Change Management).
• Work as a member of the extended customer facing team, working closely with the AM/PS/PM/CSM/CCIM/CM&RM teams. (Change & Release Management).
• Proactive analysis and monitoring of RFC for disconnects activities to minimise human error.
• Assist resolution of critical escalations and fallbacks. (Change & Release Management).
• Accountable for on-time and error-free cancellations of all required service components. (Change & Release Management).
• Implementation of new & green field projects and assignments for the disconnect process. (Change Management)
• Process RFCs for Disconnects in all ordering and provisioning tools. (Change Management)
• Perform validation of assigned RFCs for disconnects for administrative completeness, accuracy, and technical consistency. (Change Management)
• Place and track circuit cancellation requests with relevant local Telco (Carriers) or with the relevant Orange Telco agent. (Change Management)
• Place and track equipment recovery, de-configuration requests with relevant teams. (Change Management)
• Proactive tracking and monitoring of all RFCs for disconnects. (Change Management)
• Meet or exceed the targets set by the management with regards to:
• Customer Satisfaction
• Lead Time to disconnect and Service Level e.g. PTT Acknowledge Date & Cut Date etc.
• Overdue RFCs for Disconnects
• Maintenance of the critical Documents for change in the process, like EOA List and Exception Sheet etc. (Change Management)
• Interlock for communications with process related entities, like Sales, Legal, AGN, FE, Billing, etc. (Change & Release Management)
• Empowered to propose alternative solutions to fulfill customer requirements for problem resolution. (Change Management)
• Escalation Authority empowered to escalate to higher levels of management. (Change & Release Management)
• Ensure provisioning databases are accurately updated at all times. (Change & Release Management)
• Any other duties as required by Manager

about you

• 3 - 5 years of experience in the specified local telecommunications area
• CCNA desirable.
• Basic understanding of telecommunications protocols and technologies.
• Sound knowledge and understanding of all the Network Products & Services offered by Orange.
• Broader understanding of telecommunications protocols and technologies.
• Sound understanding of analog and digital circuits, hardware and network components
• Good understanding of PTT/Telco’s Network environment
• Good Project Management skills
• Good Interpersonal skills
• Good Negotiation Skills
• Willingness to work in shifts
• Excellent verbal and written language skills (Business level) in English
• Self-Management, Decision-making and Customer Oriented Attitude
• “Can Do” Attitude
• Transversal working across Teams