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 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 in 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 the standard segment.
Key AchievementsTake full ownership of an order portfolio and ensure the delivery towards customer satisfaction and clear defined KPIs.Handle 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.Required Skills and ExperienceExcellent communication skills (verbally and in writing), in both German and English. Other languages are a bonus.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).Native or high level of German and English.What we offerColt 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 the 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 codeTwo days annually to spend on volunteering opportunities39 hours working week and additional days off as per Colt's own collective bargaining agreementBenefit package that includes life insurance, private health insurance and pension plan, in addition to a flexible benefits schemeLunch vouchers or childcare vouchersAccess to a virtual business school for ongoing learningBusiness mentoringInternational environment with employees from more than 35 different nationalities
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