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.
The role purpose :
The main scope of the role is to monitor and coordinate orders for standard customers during the entire delivery lifecycle, ensuring that orders progress at all times and that any issues or delays are resolved on a timely manner.
During the delivery process it is expected that customers are kept up to date on the progress of their orders, for that, several communication channels exist and will need to be used .
The ultimate goal of this role is to provide a consistent customer experience aligned with the targets defined by the business for standard segment.
The Key Accountabilities :
Take full ownership of an order portfolio and ensure the delivery towards customer satisfaction and clear defined KPIs.
Handling both outbound and inbound communications to the customer, including status updates and managing issues (via OM Portal, mail, phone or letters).
Manage the co-ordination and prioritisation of pipeline with all colt internal teams in and outside of Delivery to minimise any impact on customer promise dates and the delivery of an order (i.
e. interface with production units, manage fast track and drive revenue acceleration)
Own and perform key Order management tasks like Production Control and Jeopardy Management (i.e. Managing delays and addressing customer issues)
Manage customer expectations in regards to Date Setting (i.e. CPD setting, CRD expectation management, among others)
Ensure documentation of all customer interaction & information to deliver the customer service is updated in colt systems and sent to the customer following the standard OM processes in a timely manner.
Manage & perform system data cleansing in order to avoid any negative impact on customer satisfaction and revenue creation.
What you will need to succeed :
Excellent communication skills.
Good customer facing skills with a customer centric attitude.
Ability to communicate effectively with customers and colleagues of multi-national and multi-cultural nature.
Resilient and self-motivated being able to work both individually or in a team.
Ideally have customer service background and experience.
Good technological background on technologies like Transmission, Ethernet, IP & Voice
Good knowledge of telecommunications and preferably colt products.
Able to work well under pressure and meet deadlines.
Demonstrate ability to operate effectively in a highly complex matrix organisation.
Good knowledge of MS Office products (Excel, Word, Outlook)
Business fluent level of English, any other European language is a plus
Project Management, ICT Certifications also a plus but not essential
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.
The company supports diversity and inclusion in the workplace and has signed Diversity Charter.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.
Colt recognises the importance of a work life balance.
Some benefit examples are :
Relaxed dress code
Two days annually to spend on volunteering opportunities
39 hours working week and additional days off as per Colt own collective bargaining agreement
Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
Lunch vouchers or childcare vouchers
Access to a virtual business school for on-going learning
International environment with employees from more than 35 different nationalities