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Orange
RomaniaInterview with Ioana Marcu - Corporate Customer Operations Manager:
To form a team is only the beginning, to stay
with it is progress, to work in a team is success
- Corporate Customer Operations
What has been the evolution of the department you manage?
The Corporate Customer Operations Department started its activity in 1999. It was a 3 member team receiving calls, processing changes, activating contracts and other 2 persons offering technical support.
Starting from this year, the Corporate Customer Operations Department it’s part of the Corporate Department, but it does not look like anything it was originally. There are now 41 employees dealing with the activities of a complex Customer Service center: answering customers calls, processing account changes, activating data and voice contracts and implementing offers, validating final orders for terminals acquisition, and customer loyalty.
What is the role of the Corporate Customer Operations?
The Corporate Customer Operations offers support to any incoming calls (410) or written requests (fax no. 2033.37.60, e-mail corporate@orange.ro ). The office hours are: Mondays to Fridays between 8:00 am and 8:00 pm and on Saturdays between 9:00 am and 5:00 pm. We wish to become a business partner, not only a service supplier to our customers.
How do you help your customers?
If the contact person calls us, any request within the terms of the contract can be solved immediately by the Customer Service representatives, without being necessary to send a written request. Certain requests can also be solved during the call, for example roaming activation or deactivation. We have several teams, whose job is to find solutions to any customer request. These teams are: the one taking the calls from customers at 410, the team processing the changes and the written requests, the team activating the contracts, the one validating the terminals and the one offering support and information on how to use the Orange services from a technical point of view (GPRS, Internet, coverage problems, etc), as well as the representatives dedicated to a certain account.
Who are the members of the Corporate Customer Operations Department?
On average the team is 27 years old. We are a dynamic, resourceful team, made of people with university degrees and at least one-year prior experience in working as part of the Customer Service. We permanently learn new things and assimilate new knowledge on verbal and written communication, negotiation techniques and technical knowledge and we offer support to our customers, when necessary.
What can you tell us about your professional development as part of the Orange team?
I started working as a Customer Service Representative in May 1997, being promoted as Team Leader one month later. In June 1999, I was appointed Corporate and Major Accounts Team Leader and I had to organize the Corporate Customer Operations Department, which, as I have told you before, at that time was part of the Customer Service Department. I was promoted to the position of Corporate and Major Accounts Manager one year later, and I have been Corporate Customer Operations Manager since July 2001, reorganizing our activity within the Corporate Department. Besides work and perseverance, Orange is my second home. I have always enjoyed what I did and I think the most appropriate words to characterize my work here would be: "To form a team is only the beginning, to stay with it is progress, to work in a team is success".
- Corporate Customer Operations
What has been the evolution of the department you manage?
The Corporate Customer Operations Department started its activity in 1999. It was a 3 member team receiving calls, processing changes, activating contracts and other 2 persons offering technical support.
Starting from this year, the Corporate Customer Operations Department it’s part of the Corporate Department, but it does not look like anything it was originally. There are now 41 employees dealing with the activities of a complex Customer Service center: answering customers calls, processing account changes, activating data and voice contracts and implementing offers, validating final orders for terminals acquisition, and customer loyalty.
What is the role of the Corporate Customer Operations?
The Corporate Customer Operations offers support to any incoming calls (410) or written requests (fax no. 2033.37.60, e-mail corporate@orange.ro ). The office hours are: Mondays to Fridays between 8:00 am and 8:00 pm and on Saturdays between 9:00 am and 5:00 pm. We wish to become a business partner, not only a service supplier to our customers.
How do you help your customers?
If the contact person calls us, any request within the terms of the contract can be solved immediately by the Customer Service representatives, without being necessary to send a written request. Certain requests can also be solved during the call, for example roaming activation or deactivation. We have several teams, whose job is to find solutions to any customer request. These teams are: the one taking the calls from customers at 410, the team processing the changes and the written requests, the team activating the contracts, the one validating the terminals and the one offering support and information on how to use the Orange services from a technical point of view (GPRS, Internet, coverage problems, etc), as well as the representatives dedicated to a certain account.
Who are the members of the Corporate Customer Operations Department?
On average the team is 27 years old. We are a dynamic, resourceful team, made of people with university degrees and at least one-year prior experience in working as part of the Customer Service. We permanently learn new things and assimilate new knowledge on verbal and written communication, negotiation techniques and technical knowledge and we offer support to our customers, when necessary.
What can you tell us about your professional development as part of the Orange team?
I started working as a Customer Service Representative in May 1997, being promoted as Team Leader one month later. In June 1999, I was appointed Corporate and Major Accounts Team Leader and I had to organize the Corporate Customer Operations Department, which, as I have told you before, at that time was part of the Customer Service Department. I was promoted to the position of Corporate and Major Accounts Manager one year later, and I have been Corporate Customer Operations Manager since July 2001, reorganizing our activity within the Corporate Department. Besides work and perseverance, Orange is my second home. I have always enjoyed what I did and I think the most appropriate words to characterize my work here would be: "To form a team is only the beginning, to stay with it is progress, to work in a team is success".
Orange
Grouplocal networks, regional networks, international networks – one network connects them all
The Orange network enables communications between people around the world. It helps business customers finalize deals, send through the latest sales figures and keep in touch with colleagues, friends and family. The Orange network keeps the worlds connected for over 3 million business people worldwide.
the
lowest tariffs for text messages3 cents / SMS to any national network
With Text Messages option, until the end of the year you can send with 65% more messages for the same monthly fee. Thus, you will benefit from a package with 33, 66, 99 text messages, at the same tariff of 1, 2 and 3 USD. This option will give you a lower price for one message – 0,03 USD / message, and the messages can be sent both within the Orange network and to other networks. Sending text messages to international destinations or short numbers does not use from the messages included in this option.
We are waiting for your opinions and suggestions at the e-mail address infocorporate@orange.ro.
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