CRM Specialist

  • Sector: 信息技术
  • Contact: April Olavides
  • Contact Email: april.olavides@monroeconsulting.com.ph
  • Client: Monroe Consulting Group
  • Location: Pasig
  • Salary: Negotiable
  • Expiry Date: 11 July 2022
  • Job Ref: BBBH395160_1652325873


Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a global technology company who is delivering truly prominent IT solutions, IT Design, IT Management, Data Security, Business Reform, and Infrastructure Plan for enterprises. Due to the company's expansion to EMEA and Manila, our respected client is currently looking for an IT professional who has experience for the job of CRM Specialist. The job is based in Pasig, Metro Manila, Philippines, that currently offers WFH arrangement with night shift work hours and devices/equipment will be provided.
The CRM Specialist is responsible for providing first tier support for the company's CRM. As a CRM Specialist, you are the front-line support for North America's and Asia Pacific's end users (teammates). In this role, you will respond to teammate inquiries via ServiceDesk, open support meetings, phone, email, and chat to resolve their issues in a thorough, yet expediated manner. The expected working shift will cover the United States' workday 8AM - 5PM (UTC -7).
Responsibilities include but are not limited to:

  • Performs CRM and general computer troubleshooting with affected teammates
  • Identify problems either through end user walkthrough, troubleshooting locally, or engaging with partners
  • Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
  • Determine the most efficient way to resolve the problem, all while focusing on keeping within the acceptable service-level agreement
  • Escalate service problems and issues to the relevant support tier or partner
  • Ability to identify trends and gaps to proactively help the CRM team provide a better teammate experience
  • Optimize the support process to provide more self-service, reduce tickets, and provide quality and timely resolutions
  • Maintain knowledge of new technologies resulting in continued teammate satisfaction
  • Maintain knowledge of business processes to be able to speak from the perspective of the teammate
  • Create documentation and troubleshooting guides for common issues or scenarios
  • Assist with quality assurance (QA) testing of new functionality
  • Key business process (KBP) validation after a release
  • Daily maintenance and updating of CRM object data in mass
  • Supporting the administrator in web message monitoring with CRM integrations
  • Other duties as assigned


MINIMUM REQUIREMENTS

  • Bachelor's degree (B.A./B.S.) in Marketing, Business, or Technology preferred
  • Experience providing functional or technical customer service
  • Proven 2 years supporting a CRM system
  • Strong verbal and written communication skills with ability to speak to individual contributors up to executives
  • Ability to take direction and follow practices and procedures consistently and accurately
  • Ability to work independently as well as in a team environment
  • Ability to multitask with strong organizational and time management skills
  • Experience with Microsoft Office productivity suite
  • Experience with Power Apps, SAP Sales Cloud, and SQL Server is favorable, but not required