CRM Administrator

Major Responsibility: Updating Customer database

Supporting Actions:

• Ensuring customer data is complete and correct in the system across accounts, contacts, opportunities (leads/ quotations)
• Identifying and correcting errors made by system users
• Ensuring all data files are populated correctly at all times
• To prepare monthly bounced e0mails reports and call customers to verify details
• Verify customer details by running mini surveys
• Regularly call customers and contact by emails to update database

End Results: Customer database to be clean and updated in the system at any time.

Percentage: 30%

Major Responsibility: On boarding new customers

Supporting Actions:

• Respond to new customer inquiries coming through corporate marketing emails, website, social media tools.
• Onboard new customers following internal processes and compliance rules.
• Send application forms to new customers, follow up, remind, complete details in the system
• Coordinate with sales and marketing teams to ensure correct processes followed and customer is satisfied
• Follow company’s standards of customer satisfaction
• Provide weekly , monthly reports of customers onboarded

End Results: Report of onboarded customers weekly, monthly, quarterly.
Percentage: 30%

Major Responsibility: CRM administration and internal processes
Supporting Actions:

• Extract reports necessary for SLAs monitoring between departments weekly, monthly
• Run report analysis together with Customer Service Manager
• Providing central point of contact for all changes requests and alterations
• Coordinating with Operations Executive to improve and fine tune systems/tools and business processes
• Identifying and correcting errors made by system users
• Ensuring that all opportunities are up to date, in real-time
• Reporting improper system usage to senior management

End Results: CRM reports to assist in SLAs analysis, other reports deem necessary

Percentage: 30%

Major Responsibility: Other Marketing related responsibilities
Supporting Actions:

• Tele calling assistance for some marketing campaigns
• Reports related to customer analysis to calculate marketing ROI
• Web marketing and other digital marketing activities support
• Update of corporate websites if and when deem necessary replacing other employees

Percentage: 10%