Customer Relationship Management Senior Lead

3 weeks ago

Bengaluru, India Colt Technology Services Full time

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

Customer Relationship Management Senior Lead

Job Id: 34580

Location: Gurgaon/ Bangalore

Function: Sales, Marketing & Customer Relationship Management

Reports to: Team Lead

Role Purpose

The Customer Services Administrator is focused on providing comprehensive support to Sales, Customer Relationship Management (CRM), and Service and Contract Management (SCM) teams. This entails delivering a high standard of service to customers by efficiently handling their requests and complaints

Supports Sales, CRM and SCM on operational requests to deliver a professional level of service to customers, handling customers request and complaints as well as providing general administrative support to Sales and Customer Success teams within agreed KPIs.

Key Responsibilities

Typical tasks and responsibilities will include:

 Providing general administrative support to Sales and Customer Success teams within agreed KPIs  Delivering a high standard of service to customers by efficiently handling and resolving their requests and complaints to ensure customer satisfaction  End to End ownership of resolving the tickets following standards and ensuring customer satisfaction  Managing effective communication and providing proactive timely updates to internal and external customers on the progress of the tickets Responsible for the integrity of data within recording system and provide high quality resolution for customer queries following Colt’s standard process Buddying / Coaching Entry level colleagues to ensure efficiency and autonomy across the Team is increased. Act as Operational point of reference for Entry level colleagues. Develop Continuous Service Improvement Initiatives to increase customer satisfaction Step up to co-own Improvement Plan, drive jointly with BI Team. Performing as a credible capable professional and an expert in the relevant field. Support Team leader with team organization, quality and KPIs target conformity and improvement. And quality checking of tickets along with being the 1st level of escalation within the team. Actively participating in team meeting, and contributing towards team building activities

Skills

Customer Service OrientationData Standards and ProceduresCustomer Contact ManagementOral/Written CommunicationsCustomer Conflict Management

Education

A bachelor’s or master’s degree in business management/marketing

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.


Some benefit examples are:

Flexible working and relaxed dress code Two days annually to spend on volunteering opportunities  Access to Online-learning Platform Business mentoring

Inclusion, and valuing diversity of thought and experience, is at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself as we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status or place of birth.

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