Service and Contract Management Back Office 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.
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 investigations
Generating reports related to delivery, assurance, and capacity
Providing billing support, including PO management
Offering technical assistance, such as handling KMZ requests and diversity checks
Coordinating planned works
Delivering training on Colt tools
Managing documentation
Overseeing contract management tasks, such as TOS and novations
Ensuring timely and accurate handling of customer issues and requests within agreed business KPIs
Building strong relationships with departments across Colt
Committing to a "right first time" approach, ensuring customer issues are resolved accurately and efficiently
Relationships and key contacts will be:
Billing Team
Cease Desk
Sales Order Management team
Service Delivery / Assurance
Credit and Collections
Customer Relationship Management
Service & 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 Orientation
Data Standards and Procedures
Customer Contact Management
Oral/Written Communications
Customer 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 code
Two days annually to spend on volunteering opportunities
Access to a virtual business school for on-going learning
Business mentoring
We 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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