Analyst - Customer Relationship Management Back Office

Role Profile

Role title:

Analyst / Sr. Analyst – Customer Relationship Management Back Office

Colt Level:

PT2 Core / Advance

Function:

Sales and Customer Success

Reports to:

Team Leader

Location:

India

Role purpose

• 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


• 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 closed within SLA.


• % Quality of resolution for SR resolved


• NES (Customer Satisfaction)


• Living Colt Values

Relationships and key contacts

• Colt Customers


• Billing


• Cease Desk


• Order Management team


• Service Delivery


• Credit and Collections


• Master Data Tea


• CRM Front Office & Customer Management Business Transformation Team


• Sales


• Finance


• Legal


• Service & Contract Management

Role specific requirements

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 leve

Behaviours

Example Behaviours :

https://coltinternal.sharepoint.com/sites/hr/Colt%20Intranet/Documents/About%20Colt/Colt%20Vision,%20Values%20and%20Strategy.pdf?csf=1&cid=82c4b71d-98dd-47ac-8e7a-5abf1640046c

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