Analyst/ Sr. Analyst, Customer Relationship Management Back Office Job in Colt Technology Services Group Limited

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 / Sr. Analyst Customer Relationship Management Back Office

Colt Level:

PT2 Core /Advanced

Function:

Sales, Marketing & Customer Relationship - Customer Services

Reports to:

Team Leader

Location:

Bangalore/ Gurugram

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