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).Handling Customer/Colt's partners calls in French and English language.Manage emails from Internal and External customers in French and English language, within defined SLA's.Regular communication 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.Proactive follow up on negative triggers to improve Net Easy Score (NES).Documentation, recording and updating Incident details in Siebel.Allocation of 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.What we offer you: Looking to make a mark? At Colt, you'll make a difference. Because around here, we empower people. We don't tell you what to do. Instead, we employ people we trust, who come together across the globe to create intelligent solutions. Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want. We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.
Diversity and inclusion Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.Most recently we have:
Signed the UN Women Empowerment Principles which guide our Gender Action Plan.Trained 60 (and growing) Colties to be Mental Health First Aiders.Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.Benefits Flexible working hours and the option to work from home.Extensive induction program with experienced mentors and buddies.Opportunities for further development and educational opportunities.Global Family Leave Policy.Employee Assistance Program.Internal inclusion & diversity employee networks.A global network When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at 'Our People' site including our Empowered Women in Tech.
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