Analyst, Customer Relationship Management Service

We need this role for understanding customer queries and disputes, and providing resolution within agreed OKRs on the Siebel tracking system.

Effective and regular communication with customers and stakeholders.

Interaction with Colt customers and understanding the service and business impact.

What you will do:

• End-to-end ownership of resolving tickets as per process guidelines/OKRs for invoice and payment enquiries raised by customers.
• Resolve customer issues always following Colt standard processes.
• Ensure a right-first-time, accurate approach in resolving customer issues.
• Provide proactive, timely updates to both internal and external customers on the progress of 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 tickets as per Colt standards in simple and customer-friendly terms.
• Provide feedback to management on any gaps and improvements in processes.
• Collaborate to build healthy relationships with all departments within Colt.
• Demonstrate good knowledge of workflow, dispute management, and time utilization.
• Prioritize action on all customer issues categorized under top disputes and escalations.
• Ensure the ticket system/resolution is updated accurately and in real time to provide ticket progress to the customer.

What we're looking for:

• Previous experience in a customer-facing profile in a similar industry.
• Good knowledge and understanding of O2C processes.
• Exceptional written and verbal communication skills.
• Basic/advanced MS Office skills.
• Ability to create harmonious relationships with stakeholders.
• Degree level qualification (any stream).