Customer Service & Transformation Support

The DCS Customer Service Organisation provides service to Colt's Hyperscale and Colocation customers across Europe and Asia in line with our vision. We consist of Service & Contract Management, Customer Billing Support, Order Management, Sales Support and Customer Service & Transformation Specialists.

As Customer Service & Transformation Support Specialist, you will often be the first point of contact for our customers. As such, you'll be responsible for ensuring a systematic, disciplined and process-driven approach to managing customer issues and requests, whilst ensuring agreed procedures and standards are met.

This means that you will contribute to the success of the team and be responsible for continual service improvement. You'll achieve this in part by working with the Customer Success Manager, supporting initiatives in the CSI register and being involved in transformation projects related to processes, customer tools/systems, enhancements and knowledge management.

• To ensure that customer requests, faults, complaints are managed through to a satisfactory resolution and in a timely manner, meeting business objectives and contractual SLAs.
• To ensure customer queries and requests are properly addressed to the correct Internal Dept (Billing, Sales, Ops, Change Req).
• Execute any desk-based Service Management requests. i.e support with reporting (customer portal).
• Focus on maintaining customer satisfaction levels, supporting Customer Success Manager. Coordinates Customer onboarding activities, ensuring all systems are updated and correct level of information is shared between Customer Experience Support Teams and Delivery.
• Collaborates and executes tasks in conjunction with Service Operations IMT during Incidents; acts as point of contact for Customers during major incidents alongside OPS.
• Ensures SLAs are updated and correctly populated in the Customer Portal and periodically validates with the Service Management Team.

• Supports current & future business transformation - supporting and giving guidance and training to customers as and when required ensuring smooth transition (systems, tools, processes).
• Inputs into requirements gathering opportunities, representing interests of customer, articulating impacts and forward thinking. Works with Service Management and Account Management to represent holistic picture.

• Must be able to speak & write fluently in English. Fluency in French and German would be advantageous.
• Service Desk or Customer service experience.
• Excellent phone and communication (written and oral) skills.
• Customer and service oriented.
• Committed to providing quality service & results, ready to make a positive difference.
• Proactive and stress resistant.
• Ability to quickly learn technical information.
• Ability to take decisions quickly and efficiently.
• Availability and flexibility to cover extended business hours.

• Basic knowledge of ITIL concepts.
• Basic understanding of Service Request Fulfilment, change, incident and problem management.
• Understanding of best practice methodology.

Colt DCS 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 DCS recognises and is committed to the importance of a work-life balance.

Job Segment: Data Center, Contract Manager, Technology, Legal