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Job Opening details:-
Company Name :- Colt Technology Services
Position Name :- Analyst, Customer Relationship Management Back Office
Company Location :- Gurgaon, Haryana
Job Category :- Data Entry jobs
Full Job Description :-
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Role Profile
Role title:
Analyst – Customer Relationship Management Back Office
Colt Level:
PT2 Core /Advanced
Function:
Sales, Marketing & Customer Relationship – Customer Services
Reports to:
Team Leader
Location:
Bangalore/ Gurgaon
Role purpose
Understand Customer queries and disputes, provide resolution within agreed OKRs on Siebel Tracking system.
Effective and regular communication with customer and stakeholders.
Interaction with Colt customers and understand the service and business impact.
Responsible for the integrity of the data within the recording system and provide high quality resolution for customer issues.
Key accountabilities
End to End ownership of resolving the tickets as per process guidelines/OKRs for Invoices, Payments enquiries raised by Customer.
Resolve customer issues always following Colt standard processes.
Ensure a right first time, accurate approach in resolving our customers issues.
Provide proactive timely updates to both internal and external customer on the progress of the tickets.
Ensure the results of NES surveys meet the expectations of Colt. Working towards delivering an effortless customer experience.
Manage effective communication with internal and external customers on the progress of the tickets as per Colt standards in a simple and customer friendly terms.
Feedback for any gaps and improvement in processes to management.
Collaborate to build healthy relationship with all departments within Colt.
Good knowledge in workflow, dispute management and time utilization.
Other accountabilities
Prioritise the action on all the customer issues categorised under Top Dispute & Escalation.
Ensure Ticket system / Resolution is updated with accurate and on real time basis to provide the progress of the ticket to the customer.
Key performance indicators (financial and non-financial)
Productivity along with Speed (MTTR)
% Service Requests closed within SLA.
% Quality of resolution for SR resolved
NES (Customer Satisfaction)
Living Colt Values
Relationships and key contacts
Colt Customers
Billing
Cease Desk
Order Management team
Service Delivery
Credit and Collections
Master Data Tea
CRM Front Office & Customer Management Business Transformation Team
Sales
Finance
Legal
Service & Contract Management
Role specific requirements
Skills & Experience
Previous experience in a customer facing profile in similar industry
Good knowledge & understanding of O2C processes.
Exceptional Written and Verbal communication skills
Basic / Advance MS Office Skills
Create harmonious relationships with stakeholders
Qualifications
Bachelor’s degree in any stream
Behaviours
Conscientiousness, courteous behaviour while dealing with customers.
Adaptability and Flexibility
Result Oriented
Maintain respect at Workplace
Self-Motivated
Customer Focussed Approach
Eyes to details – attentiveness to understand urgency of the customer requirement and act with utmost speed
Team Player with high Integrity & collaborative skills
Others
Be aware of Colt Information Security, Business Continuity, Quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
Identify risks related to process and information security and treat/ mitigate the same as appropriate.
What we offer:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.
Some benefit examples are:
Flexible working and relaxed dress codeTwo days annually to spend on volunteering opportunitiesAccess to Online-learning PlatformBusiness mentoringoption of parking slots in the Colt Campuslunch vouchers
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