The Role : Application Associate, CRM Operations (Salesforce Support)
Grade (for internal candidate reference only) : 07
The Location : Islamabad, Pakistan
Shift : Rotational Shift. This may change as per the business requirements.
The Team : The CRM Operations (Salesforce Support) team plays a vital role in the customer experience. The CRM Operations team owns the CRM data, support, and procedures used by our Commercial and Client Services (Client Support) team to provide industry-leading customer experience to our clients.
The team also owns and manages the phone and chat systems the teams use to communicate with clients. Apart from this, the team also deal with root cause analysis, reporting, and fixing the data issues within the CRM ecosystems.
We are a global team with a presence in India, Pakistan, and the Philippines. We are a growing team of self-dedicated and motivated players.
You can expect to learn, collaborate, and influence the direction of the company right from the start with a team of seasoned executives.
The Impact :
The CRM operations team plays a critical role in the commercial buying experience and customer journey at S&P Global Market Intelligence.
In this role, you will be responsible for improving the efficiency of the team with an impact on the entire commercial organization as well as on the customer experience.
What’s in it for you :
Thrive in a company that truly values a people-first culture. We set high standards and value accountability for all. At the same time, we seek to identify and reward extraordinary performance with growth opportunities.
Based on planned growth & initiatives, you have an opportunity to emerge to more specialized roles and act as a resource for the team.
As an Application Associate, CRM Operations, you will :
Support our Commercial teams around the globe in their daily workflows and ensure our CRM software is meeting the needs of the business.
Handle questions related to phone, email, and chat software.
Work with stakeholders to write complex and detailed procedures and workflow guides.
Ensure our client-facing Help platforms are up to date and accurate.
Analyze Commercial processes and procedures to find areas for improvement. Work with a LEAN mindset.
What We’re Looking For :
We are looking for the person who can provide analytical insights on the complex business problems. The successful candidate will turn data into information, information into insights, and insights into business decisions.
Basic Qualifications :
Bachelor’s degree in Finance, Accounting, Business, Economics, or any related field.
Preferably with 1-2 years of experience in providing customer support or dealing with internal / external clients.
Strong verbal, written, and oral communication skills.
Attention to detail, self-motivation, positive mindset, excellent work ethic
Ability to analyze and discuss complex issues and identify possible solutions.
Ability to effectively collaborate with people at all levels
Ability to work independently with minimum supervision
Strong organization, multi-tasking, and prioritization skills
Commitment to integrity and excellence with a client-first mindset
Ability to work under pressure
Preferred Qualifications :
Familiarity with Salesforce or other CRM Tools is a plus
20 - Professional (EEO-2 Job Categories-United States of America), OPRTON203 - Entry Professional (EEO Job Group)
Job ID : 264539
Posted On : 2021-08-26
Location : Islamabad, Pakistan