Analyst, Customer Relationship Management

Function- Sales, Marketing & Sales Enablement Operations

Employement Type- Fixed Term Contract

Duration- 6 Months

Why we need this role

- 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

Short Description

End to End ownership of resolving the tickets as per process guidelines/OKRs for Invoices, Payments enquiries raised by Customer.

Skills

Process Improvement Business Processes Contract Analysis Contract Administration Relationship Management

Education

A bachelor’s degree in any domain; Business Administration & Marketing is prefered
- 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 straightforward 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

📌 Analyst, Customer Relationship Management-Services (Gurugram)
🏢 Colt Technology Services
📍 Gurugram