CRM & Customer Service Specialist

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.
• Perform all data entry related tasks including sorting, proofing, updating, mailing and storing.
• Maintain data files accurately.

Responsibilities:

• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently.
• Keeping customers updated on the latest products in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by up-selling and cross-selling.
• Conducting business reviews using CRM programs.
• Knowing your competition and straitening accordingly.
• Collaborating with other departments ensure the CRM strategy works well for every aspect of the business.
• Maintain daily productivity / workflow reports.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• 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.
• Manage and progress client support emails and calls.
• Work with customers and other team members to investigate, test and develop solutions and workarounds to resolve client issues/requests.