Analyst, CRM - Service

Overview

Position:

Customer Services Administrator
Company: Colt Technology Services
Job Type: Full-time (Flexible schedule, Work from home)

About Colt:

Colt provides network, voice, and data center services to thousands of businesses worldwide—enabling them to focus on business growth while we manage their infrastructure. Our purpose is to empower customers with intelligent digital solutions across the globe.

Why We Need This Role:

This role supports Sales, CRM (Customer Relationship Management), and SCM (Service and Contract Management) teams. It involves handling customer requests and complaints while ensuring high-quality service and accurate data management through systems like Siebel.

Key Responsibilities:

• Own end-to-end resolution of tickets related to invoices and payment inquiries.

• Handle customer queries and disputes with timely and effective resolutions.

• Provide regular updates to customers and internal stakeholders.

• Ensure all resolutions adhere to Colt’s standard processes.

• Maintain high-quality data integrity within ticketing systems.

• Offer constructive feedback to enhance internal processes.

• Foster cross-department collaboration and build strong internal relationships.

What We're Looking For:

• Prior experience in customer-facing roles.

• Solid understanding of O2C (Order-to-Cash) processes.

• Strong written and verbal communication skills.

• Proficiency in Microsoft Excel (Basic to Advanced).

• Bachelor's or Master’s degree in Business Management, Marketing, or related field.

• Strong interpersonal and conflict management skills.

Skills:

• Customer Service Orientation

• Customer Contact Management

• Oral/Written Communication

• Customer Conflict Management

• Data Standards and Procedures

What We Offer You:

• Flexible Working: Flexible hours with remote work options

• Supportive Environment: Induction program with mentors and buddies

• Learning & Growth: Educational opportunities and career development

• Global Family Leave Policy

• Employee Assistance Program

• Inclusive Culture: Diversity-focused networks and global DEI initiatives

Diversity & Inclusion:

At Colt, we champion inclusion and value diversity of thought and experience. Our culture encourages you to be your authentic self.
Recent initiatives include:

• Signing the UN Women Empowerment Principles

• Training over 60 employees as Mental Health First Aiders

We welcome applicants from all backgrounds and are committed to creating an accessible recruitment process. For more, visit our DEI pages.

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