Service and Contract Management Back OfficeColt 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.
Short Description Job Title: Service Management Back Office
Function: Sales, Marketing and Service Management
Set up: Hybrid and Flexible
Location: Lisbon, Portugal or Sibiu, Romania
Why we need this role Our back-office service management team provides essential support to our service and contract managers, ensuring the execution of service management tasks that meet a high standard of professionalism for our customers. They take ownership of a defined set of responsibilities, delivering them with quality and within established timelines. Their support enables service and contract managers to drive performance across Colt, ensuring that customers consistently receive the level of service they expect. The team is responsible for maintaining the accuracy and integrity of data within the recording system, while delivering high-quality resolutions to customer queries. They ensure efficient communication with internal stakeholders to facilitate seamless service delivery.
What you will do Conducting ad hoc investigationsGenerating reports related to delivery, assurance, and capacityProviding billing support, including PO managementOffering technical assistance, such as handling KMZ requests and diversity checksCoordinating planned worksDelivering training on Colt toolsManaging documentationOverseeing contract management tasks, such as TOS and novationsEnsuring timely and accurate handling of customer issues and requests within agreed business KPIsBuilding strong relationships with departments across ColtCommitting to a "right first time" approach, ensuring customer issues are resolved accurately and efficiently Relationships and key contacts will be: Billing TeamCease DeskSales Order Management teamService Delivery / AssuranceCredit and CollectionsCustomer Relationship ManagementService & Contract Manager What we are looking for Some administrative or technical experience is required.Ability to work within established procedures under supervision.Capable of communicating straightforward information, with guidance provided on more complex issues.Proven ability to build strong relationships with team members and key stakeholders.Required to negotiate on matters related to individual workload.Developed detailed knowledge of standard Colt processes and workflows.Must possess fluency in both spoken and written English.Basic understanding of networking technologies and related products.Strong problem-solving skills.Proficient in Excel and PowerPoint. Skills Customer Service OrientationData Standards and ProceduresCustomer Contact ManagementOral/Written CommunicationsCustomer Conflict Management Education A bachelor's or master's degree in business management/marketing
What we offer: Colt 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. 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:
Flexible working and relaxed dress codeTwo days annually to spend on volunteering opportunitiesAccess to a virtual business school for on-going learningBusiness mentoringWe strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace.
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