CRM Specialist

The CRM Specialist reports to the Application Manager and works closely with the CX Technology & Innovation team and the Customer Service Operations team. The CRM Specialist is responsible for configuring, maintaining and optimizing our CRM tool in alignment with the Application Manager’s requirements. The CRM Specialist uses out of the box functionalities but also collaborates with the development team to implement custom built features. The CRM Specialist ensures seamless integration of the CRM with third party applications, including but not limited to : Chatbot, IVR, Nexus, third party sales channels. Additionally, the CRM Specialist handles day-to-day change requests, prioritizing tasks according to provided deadlines, to maintain user satisfaction while ensuring reliability and scalability.

Purpose of the job The CRM Specialist is tasked with optimizing CRM performance through proactive maintenance, effective configuration, and the introduction of new functionalities. This role emphasizes the continuous improvement of operational processes and the implementation of tools that enhance the CRM's usability and efficiency. The CRM Specialist collaborates with cross-functional teams to understand business requirements and translate them into effective solutions.

Responsibilities / core tasks, authorizations Responsibilities : Keep track of user needs and requirements. Optimize existing functionalities in line with user requirements. Implement new features based on user needs and optimization opportunities. Collaborate with other teams to ensure continuous development of the CRM functionalities. Collaborate with Zendesk to ensure we make most out of the CRM, following best practices. Troubleshoot and resolve technical issues related to CRM functionality and performance. Monitor daily performance of the CRM and alert Application Manager of any abnormalities. Monitor and maximize Customer and Agent satisfaction. Stay up to date with latest CRM technologies and AI advancements.