CRM Specialist

Responsibilities:

• Participating in the design and setup of contact center infrastructure

• Analyzing requirements and selecting or deploying CRM, ticketing, and Contact Center systems

• Designing and documenting processes for responding to, escalating, and following up on customer requests

• Setting up and configuring ticket management and request monitoring systems

• Collaborating with technical teams for the integration of contact center systems with organizational systems

• Defining and implementing contact center performance dashboards and reports

• Assisting in defining contact center performance indicators (SLA, AHT, FCR, CSAT, etc.)

• Identifying areas for improvement in response processes and customer experience

• Collaborating on the design of response scenarios and Knowledge Base

• Supporting the setup of various customer communication channels (phone, ticket, message, chatbot, web, etc.)


Required Skills:

• Familiarity with Contact Center and Customer Support Operations concepts

• Experience working with or deploying CRM systems

• Familiarity with ticketing systems (such as Zendesk, Freshdesk, OTRS, ServiceDesk, and similar)

• Familiarity with Call Center Software, IVR, and VoIP

• Ability to analyze and design customer service processes

• Ability to document processes and system requirements

• Familiarity with reporting and analyzing contact center data

• Ability to coordinate between technical and operational teams

• Systems thinking and ability to design processes

• Problem-solving skills

• Ability to coordinate between teams

• High accuracy and follow-up