CRM Support Specialist

1 day ago

Pasig, National Capital Region, Philippines beBeeCustomer Full time $45,000 - $60,000
Job Overview

This role will provide support for Level 2 and out-of-scope requests, ensuring optimal services for internal and external clients. The candidate will monitor Service Level Agreement (SLA) performance, create reports, and coordinate with the lead process review to ensure services are provided as requested.

Key Responsibilities:
  • Technical CRM Support:
    • Provide basic level support to all services or processes.
    • Ensure completeness, accuracy, and timeliness of transactions processed.
    • Performance against defined Key Performance Indicators (Productivity, Effectiveness, Efficiency, and Business Output).
  • General Support:
    • Support all other services with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support.
    • Solve problems via analytical thinking.
  • Operational Compliance and Reporting:
    • Comply with operational SLAs agreed with customers to achieve process, team, and individual performance.
    • Meet agreed SLA targets.
  • Customer Satisfaction and Net Promoter Score:
    • Comply with goals agreed within the Sales Strategy (SS) to achieve process, team, and individual performance on customer satisfaction and net promoter score.
    • Attend Customer Service training sessions and apply learnings.
  • Project Support:
    • Provide support for out-of-scope services - Project manage and develop solutions and recommendations for out-of-scope services like new projects assigned, new processes transitioned.
Requirements:
  • Strong relationship building skills, both internal and with customers.
  • Experience with Enterprise Resource Planning (ERPs) and Customer Relationship Management (CRMs) or related tools.
  • Excellent presentation abilities and impact while addressing customers with service information, reports, and other relevant data.
Travel and Work Environment Requirements:

The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

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