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CRM Specialist

TechMart
Sheikh Zayed, Giza
Posted 5 years ago
35Applicants for1 open position
  • 34Viewed
  • 7In Consideration
  • 0Not Selected
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Job Details

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Job Description

Job Purpose:

The CRM Support Analyst role is responsible for providing 1 st line support for users of our Business. The role will work in a collaborative team environment and be responsible for escalating client issues as appropriate, receiving 2nd line support, advice and development from team members.

Main Duties:

  • Making sure the customer database is correctly segmented for targeted marketing activities.
  • Collaborating with other departments ensure the CRM strategy works well for every aspect of the business.
  • Planning and delivering CRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty and expanding the company brand.
  • Coming up with creative ideas, preparing proposals, overseeing the production process & execution and reporting the results to the relevant people .
  • Process product returns and Conduct product failure analysis
  • Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectives.
  • Meet and exceed internal and external Service Level Agreements
  • Maintain daily productivity / workflow reports
  • Assist Customer Service with RMA Authorization processing as needed
  • Work closely with internal departments such as Operations, Customer Service and Technical Support as required
  • Maintain, review and update process documentation on a regular basis; Creating new documents as required
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Online Moderation
  • Gather customer information and determine the issue by evaluating and analyzing the symptoms.
  • Research required information using available resources.
  • Follow standard processes and procedures.
  • Follow up and make scheduled call backs to customers where necessary;
  • Following communication “scripts” when handling different topics.
  • Manage large amounts of inbound and outbound calls in a timely manner.
  • Keep records of all conversations in our call center database in a comprehensible way
  • Manage and progress client support emails and calls.
  • Document problems and activity and solution for each case.
  • Identify high priority customer issues and escalate to appropriate team members, including management
  • Work with customers and other team members to investigate, test and develop solutions and workarounds to resolve client issues/requests.
  • Gain an understanding of the underlying business, data and processes sufficient to provide expert advice to users in the use of Dynamics CRM.

Job Requirements

  • A blend of keen technical skills , business acumen and customer service
  • Good command of English
  • Microsoft office
  • good communication skills(speaking & listening)
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of customer service principles and practices
  • Willingness to cooperate with others and work to the greater good
  • Multi-tasking capabilities

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