CRM Specialist
TechMart -
Sheikh Zayed, GizaPosted 5 years ago35Applicants for1 open position
- 34Viewed
- 7In Consideration
- 0Not Selected
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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