Analyst -Customer Relationship Management Back Office

• 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.

Key accountabilities
• 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.

Other accountabilities
• Prioritise the action on all the customer issues categorised 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.

Key performance indicators (financial and non-financial)
• Productivity along with Speed (MTTR)
• % Service Requests close within SLA.
• % Quality of resolution for SR resolved
• NES
• Living Colt Values

Relationships and key contacts
• Colt Customer
• Billing Team
• Cease Desk
• Order Management team
• Service Delivery
• Credit and Collections
• Master Data Team
• CRM
• Customer Management Business Transformation Team

Role specific requirements

Skills & Experience
• To apply knowledge acquired in the training and to share experience with other Team members.
• Excellent customer service with prompt, regular and effective communication.
• Conscientiousness, courteous and empathize behaviour while dealing with customers.
• Adaptability and Critical Thinking
• Basic / Advance MS Office Skills
• Create harmonious relationships with stakeholders
• Previous experience in a customer facing profile in similar industry

Qualifications
• Graduate in any stream

Behaviours
• Result Oriented
• Team Player and maintain respect at Workplace
• Self-Motivated
• Customer Focussed Approach/Sensitivity
• Flexibility/Adaptability/Attentiveness to understand urgency of the customer requirement and act with utmost speed

Others
• Be aware of Colt Information Security, Business Continuity, Quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
• Identify risks related to process and information security and treat/ mitigate the same as appropriate