Analyst - CRM Contract 6 months
- Colt Technology
- 1 - 2 years
- Noida, Gurugram
- 2 months ago
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Job Description
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 will you 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
What are we looking for
- Prior Experience in customer facing
- Good knowledge and understanding in O2C
- Exceptional writing and verbal communication skills
- Basic/Advance MS Excel Skills
- Create harmonious relationship with the stakeholders
- Graduate (Any stream)
Skills
Customer Service OrientationData Standards and ProceduresCustomer Contact ManagementOral/Written CommunicationsCustomer Conflict Management
Education
A bachelors or masters degree in business management/marketing
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: ContractContact Details:
Company: Colt TechnologyLocation(s): Noida, Gurugram
Keyskills: Customer Support Customer Complaints Complaint Handling Customer Queries
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