Analyst, Customer Relationship Management-Service

About the role

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)

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