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
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
Skills Experience:
Previous experience in a customer facing profile in similar industry
Good knowledge understanding of O2C processes.
Exceptional Written and Verbal communication skills
