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Customer Relationship Management Assistant

11101-11G28126
Goicoechea
25-Aug-18

World Vision International

Shared Services

Position: Customer Relationship Management Assistant.

PURPOSE OF POSITION

This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided. To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service. The CRM Assistant will report to the Global BSD Lead for SSC, working closely with him/her and the BSD team members to achieve group and individual objectives.

The CRM Assistant will perform functions related to Master Data Management (MDM), general business support to customers, Coding, Global Expense Management System, GS support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers. The CRM Assistant will show basic level expertise (technical SME) in at least two of the above mentioned functions, but must support all of them in different levels and times based on work distribution by the BSD Lead and the requirements of the customer, the day-to-day process, and the follow-the-sun model. The CRM Assistant is a cross trained, multitasking person, willing to help the customer in any possible way. He/she, must be a hands-on basic level expert for his/her team and the internal and external customers. BSD internal Level 1 support.

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).

MAJOR RESPONSIBILITIES

Technical CRM Support (Level 1)

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.

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, MDM (included coding), or any new service assigned to the BSD team.

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 regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements

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.

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

KNOWLEDGE, SKILLS AND ABILITIES

  1. Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field

  2. 2 years’ experience

  3. Or equivalent work experience. College degree preferred.

  4. Technologically savvy

  5. Good analytical thinking

  6. Good relationship building skill set, both internal and with internal customers

  7. Experience with ERPs and CRMs or related tools

  8. Experience with specific processes relevant to WV Operations and NGOs recommended.

  9. Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.

  10. Yellow belt certification desired

  11. Customer Service techniques and protocols

  12. Full command of English language (written and spoken),

  13. Desirable: Spanish, French, or Portuguese (written and spoken)

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

To accomplish the job purpose, the person will be the responsible for complying with the Customer Service protocols and all its components.

Responsible for any other duties or projects assigned in relation with customer relationship management, or new processes transitioned to the SS. Training, Projects, and AD-hoc Duties.