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 Power Point.

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 . We are committed to making Colt an inclusive and supportive workplace