Job Description

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.




Role Profile




Role title:

Engineer/Sr. Engineer, Global Language Services-OLO-German



Colt Level:

PT2 Core/Advance



Function:

Operation and Engineering



Reports to:

Team Leader, Global Language Services-OLO-German



Location:

Gurgaon/Bangalore





Role purpose

• Interaction with Colt customers and understand the service and business impact.
• Providing Incident support on customer tickets to account Managers and work with support teams for the faster resolution of the Incident and customer requests.
• Drive improvements in customer relationships and delivery of customer excellence across the team
• Responsible for the integrity of the data within the Incident recording system and providing high quality information to other support teams.
• Working closely with vendors and other licence operators for the resolution of incident\xe2\x80\x99s
• Efficient communication process with the customer with respect to customer segmentation

Key accountabilities

• Respond to all Incidents and Request within specified SLA\xe2\x80\x99s in 24X7 operations
• Handling Customer/OLO\xe2\x80\x99s calls in German and English language
• Manage emails from Internal and External customers in German and English language, within defined SLA\xe2\x80\x99s.
• 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 NPS
• Documentation, recording and updating Incident details in Siebel
• Allocation of unresolved Incidents to appropriate support groups and manage customer escalations

Key performance indicators (financial and non-financial)

• Follow the defined KPI\xe2\x80\x99s for the team

Relationships and key contacts

• Regular Contact with customers and Service level managers

Role specific requirements



Skills & Experience

• Excellent communication skills (reading/writing/speaking) in German and English
• For German \xe2\x80\x93 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 on Colt\xe2\x80\x99s existing products and services
• Positions requires a flexible and proactive approach
  

Qualifications

• Any Graduate/Preferred Engineering Graduate with 3+ years of experience
  

Behaviours

Customer First, Ownership and Teamwork





Others

• Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate
• Identify risks related to process and information security and treat/ mitigate the same as appropriate

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 recognizes 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 Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers