Analyst, CRM - Service

Job id: 35351

Job location:

Gurugram, IN

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.

Why we need this role

The Customer Services Administrator is focused on providing comprehensive support to Sales, Customer Relationship Management (CRM), and Service and Contract Management (SCM) teams. This entails delivering a high standard of service to customers by efficiently handling their requests and complaints

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

What you will do

Typical tasks and responsibilities will include:

End to End ownership of resolving the tickets as per process guidelines or 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.
Manage effective communication with internal and external customers on the progress of the tickets as per Colt standards.
Feedback for any gaps and improvement in processes to management.
Collaborate to build healthy relationship with all departments within Colt

Skills

Customer Service Orientation

Data Standards and Procedures

Customer Contact Management

Oral/Written Communications

Customer Conflict Management

Education

A bachelor’s or master’s degree in business management/marketing

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 code
•Two days annually to spend on volunteering opportunities
•Access to Online-learning Platform
•Business mentoring
•option of parking slots in the Colt Campus
•lunch vouchers