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Customer Experience Advisor at null, Coimbatore (Coimbatore Job)

Job Description:Colt Vision To be the most customer oriented business in our industry Role Purpose: Interaction with colt customers and understand the service and business impact. Provide First level resolution to our customers. Drive improvements in customer relationships and delivery of customer excellence across the team. Responsible for the integrity of the data within the incident recording system and providing high quality information to other IT service providers and Partners. Efficient communication process with the customer . Key Accountabilities: End to end ownership of the resolution and communication for customer enquiries. Ensure to have positive feedback from the customers and raise the operations Net promoter score for Fault and Non fault. Ownership of non-fault tickets with a high focus on dispute resolution Ensure the results of our TSAT surveys meet the expectations of Colt. Working towards delivering a best in class customer experience Handling incoming customer and internal calls, ensuring availability to meet abandon rate SLAs Managing emails from internal or external customers, ensuring efficient management to meet response time SLA Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms. Resolve customer issues always following Colt standard processes Ensure a right first time, accurate approach to resolving our customersissues Feedback any gaps in processes to management Proactive follow up on negative triggers from own tickets and support Help to build strong relationships with all departments within Colt Documentation, recording and updating incident details in Siebel. Allocation of unresolved Incidents to appropriate support groups and manage customer escalations. Customer: We deliver an exceptional customer experience every time. Understands what service must be provided to customers and delivers this flawlessly Follows through on customer enquiries, requests or complaints making sure that the customer has received a response even if not responding in person Ownership: We take ownership of our actions and our companys commitments Keeps all promises they make, always delivering to agreed deadlines Hands over work that is complete, accurate and of high quality, to ensure that no re-work or questioning is required, minimising disruptions in our ability to deliver Leadership: We demonstrate leadership, always striving to be the best at whatever we do. Drives own personal development to gain the right skills and experience to be able to perform their job to the highest standard Models honesty, openness, integrity and ethical behaviour Teamwork: We put teamwork at the heart of our business, working with others to achieve success Punctual and prepared for meetings, contributing opinions, ideas and questions to improve the outcome of the meeting Develops and uses methods to share information on their role with others within their team, ensuring that everyone understands how to work together Shares responsibility and provides support when necessary Experience: Experience of working within a team with full responsibility of solving the issues that are impacting customers on regular basis. This includes end to end ownership, coordinating and managing the issues on daily bases. Proven track-record of commercial and customer service experience Solid experience in managing customer relationships Data manipulation and presentation skills Good knowledge of MS Office products (Excel, Word, Outlook) Advanced knowledge of ERP tools Has a good knowledge and understanding of Colts existing products and services (desirable) Effective network building Demonstrable history of showing a strong team spirit, a positive attitude and a willingness to help and learn new things. This positions requires a flexible, proactive approach along with a highly organised attitude. Qualifications: Any Graduate/Preferred Engineering Graduate with 4+ years of exp on Spanish Language Excellent communication skills (reading/writing/speaking) in Spanish/Italian/German/French and English Spanish/Italian/French/German Graduate or B2 Level from MMB tags: 7 To apply for this job Click here »

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