- 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 easy 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