.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.Role title:PrizmNet Customer Solution Desk - SMO (Service Management Officer)Location:Barcelona - AlmedaRole Purpose- To provide a Customer Support Desk centre of excellence within Capital Markets driving efficiency and effectiveness across the end-to-end processes of delivery.- To be part of a dedicated team delivering Capital Market customer solutions.- To understand Capital Markets customers' business, their concerns and requirements to ensure dedicated and specialised end to end support is provided to internal (SM, CM, PM, Service delivery teams) and external (customer contacts on operational and service management level) stakeholders.- To ensure the ongoing performance and sustainability of live services by supporting the service assurance team, managing escalations and all other customer queries.- Improve capabilities to meet strategic objectives and realise associated benefits.- Core driver of continual service improvement.- Ensure that services & solutions provided to Customers comply with Colt service descriptions and contract SLAs.- Increase customer loyalty and customer satisfaction through delivering an enhanced service experience.- Ensure that contract, operational and legal risks are managed.- Define risk mitigation strategies for assigned Customers.- Cost-control to ensure profitability of services.- Drive the Customer Experience improvement for the team, suggesting any action needed to deliver best in class services.Key AccountabilitiesSingle Point of Contact for the Customer- End to end ownership of customer orders (Quote to Bill).- Organize and lead weekly service delivery calls with customer.- Provide continuous training and assistance of processes and procedures for internal (Quotation Team, Order Entry, Implementation Managers, Project Managers, Carrier Relationship Managers) and external teams (Customer Contacts).- Be the first point of escalation for customer queries.New Product Implementation- Work with the Product and Process Management teams to create order forms for new Colt products.- Provide consultancy to define the correct product and workflow ensuring faultless data quality and seamless delivery.- Perform UAT and ORT for new product delivery in Europe, Asia and USA.
Identify issues, initiate technical and commercial improvements.- Perform new customer portal testing, identify issues and initiate improvements.- Document and continuously update work instructions and processes.Customer Invoicing- Ensure customer invoicing matches the service inventory.- To be the main point of contact for all invoicing queries from the customer and from the Colt customer account team.- Support all activities to ensure on-time customer invoice payment and to help progress actions to resolve/close customer late payments