Global CRM Assistant

1 month ago

Philippine, Philippines World Vision International Remote Work Freelance Full time

MAJOR RESPONSIBILITIES

I. Technical CRM Support (Level 11)

Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding, or any new service assigned to the BSD team) -- BSD internal Level 1 support— Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

II. General Support of BSD Processes and Services

Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, DM (included coding), or any new service assigned to the BSD team.

III. Operational SLA Compliance, Reporting and Metrics

Comply with the operational SLA s agreed with the customer to achieve: process, team and individual performance. Achieving and/or exceeding the KPIs defined via SLA.Metrics and Indicators - Ensure that customer expectations in regard to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

IV. C-SAT (Customer Satisfaction) and NPS (Net Promoter Score)

Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

V. Project Support and AD-hoc Duties

Provide support for out-of-scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.

QUALIFICATIONS FOR THE ROLE

Good relationship building skill set, both internal and with internal customersExperience with ERPs and CRMs or related toolsExperience with specific processes relevant to WV Operations and NGOs recommended.Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field2 years’ related work experienceTechnologically savvyGood analytical thinking