Analyst, Customer Relationship Management-Service

Why we need this role

We need this role for 

• 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

What you will do

Key Responsibilities

• 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
• Prioritize the action on all the customer issues categorized 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

What we're looking for

Skills & qualification required for the role as below:

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- Degree level (Any stream)