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Analyst, Customer Relationship Management-Service

Gurugram, India Full-time
Customer Service RepresentativeCustomer Support ManagerHead of Customer OperationsOperations AnalystCompliance Officer

Archer is matching candidates to this role at Colt Technology Services. Create a free profile and Archer will check you against this role and every other live role, showing you exactly where you match.

Why we need this role

We need this role for 

  • 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

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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