Analyst, Customer Relationship Management-Services

• 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
  

• 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
  

Skills

What We Offer You

Looking to make a mark?

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
  

Most Recently We Have

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.
  

Benefits

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.
  

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.