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.
Why we need this role:
This role is essential for delivering exceptional customer service by effectively managing incident resolution and maintaining clear, proactive communication with customers. It ensures accurate and high-quality data in our incident recording system while fostering collaboration with vendors and internal teams for swift problem-solving.
By driving improvements in customer relationships and ensuring a seamless experience, this role plays a critical part in enhancing Colt's reputation for customer excellence and ensuring business continuity.
At Colt, our Flexible First policy allows you to work from home most of the time, with occasional office visits for meaningful team connections around once per month.
This role is ideal for candidates with at least one prior experience (in any field), fluent French language skills, strong communication abilities, and a willingness to learn and grow in the telecom industry. If you're eager to take on new challenges and be part of a dynamic team, we'd love to hear from you!
What you will do:
Typical tasks and responsibilities will include:
Respond to all Incidents and Requests within specified Service Level Agreements (SLA's) in 24X7 operations (for On-demand/DNS related issues).
Handle Customer/Colt's partners calls in French and English.
Manage emails from Internal and External customers in French and English, within defined SLA's.
Regularly communicate with customers on the progress of their tickets.
End-to-end ownership of the resolution and communication for customer tickets by having strong interlock with support teams.
Capture quality information using relevant templates in the tickets to resolve customer Incidents.
Proactively follow up on negative triggers to improve Net Easy Score (NES).
Document, record, and update Incident details in Siebel.
Allocate unresolved Incidents to appropriate support groups and manage customer escalations.
What we're looking for:
Skills & Experience
Excellent communication skills (reading/writing/speaking) in French and English.
For French – Graduate from University/Diploma.
Proven track record of commercial and customer service experience.
Solid experience in managing customer relationships.
Ability to multi-task and prioritise workload.
Ability to adapt to continuously changing procedures and environment.
Team player with strong interpersonal skills.
Understanding of Microsoft Office products.
Working knowledge of Intranet and Internet applications beneficial.
Good knowledge of MS Office products (Excel, Word, Outlook).
Advanced knowledge of ERP tools.
Good knowledge and understanding of Colt's existing products and services.
This position requires a flexible and proactive approach.
Qualifications
Any Graduate/Preferred Engineering Graduate with 2+ years of relevant experience.
Minimum B 2.2 level of French.
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