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.
What you will need to do :
Help formalizing the customers’ requirements during the order lifecycle;
Help COLT to secure and increase the revenue by making sure that COLT policies are followed;
Contribute to customer satisfaction by providing honest and clear communication to the customer and showing proactivity;
Help in getting the Intelligent Network number orders in the system effectively and generate revenue;
Handle customers queries adapting to customer and business needs cooperating with internal stakeholders.
Registering and documenting in the tools, ensuring the accuracy of the information.
Follow valid Generic Terms & Conditions and specific policies to make sure the request will be processed properly.
Calculation and admin validation of the fees to ensure no revenue will be lost.
Scheduling and coordination of Number Porting’s with customers and other carriers for Colt's Voice products in good quality & within agreed SLAs.
Verify the porting requirement raised by colt customers for various voice products like Voice line, SIP Trunking, Number Hosting etc
Initiate porting request with carriers / Local PTT & regularly follow-up to see the progress & finalize porting date
Notify COLT customers related to scheduling of their Number Porting request
Porting rejection management in coordination with customer & other carriers
Coordinate internally with various internal teams like Sales, Ordering, Configuration management, Project management etc whenever there is a requirement
Update colt’s main databases (OHS, Access Database, RDB, WEBNMTS, Porting Spreadsheets, etc.)
React to escalation as per business priority
Attend regular calls with customers as applicable
What you will need to succeed :
Strong organizational skills (ability to organize own workload with the given prioritization guidelines) and a quick learner
Very good communication skills
Fluency in English (written and spoken) and other languages
Good MS office or similar product know how ("Computer Literate")
Willingness to learn and develop technical skills under the guidance of technical leads
Customer service experience in multinational companies
Ability to deal with written customer requests Strong customer satisfaction attitude
High communication skills
Flexibility in order to absorb changes in processes and the company structure easily
Ability to work on multiple cases simultaneously
Flexibility to work effectively within a team, cross-team or individually
Experience in working with order processing systems and ticket tools is an advantage