Role and Responsibilities
- Monitor CRM/CCC system performance and user feedback to identify issues and opportunities for improvement, automation or enhancement.
- Monitor the performance of the operator of the CRM & CCC systems.
- To track KPIs such as ticket resolution time, CSAT, and agent productivity.
- Collaborate with CCC/CRM operator, IT, product team and Owner/Client to gather requirements and implement system improvements.
- Define and support the improvements/upgrades of the customer care tools with CRM, ERP, and communication platforms as well as their potential further integration.
- Participate in system upgrades, testing, and rollout of new features or tools.
- Conduct user training and create documentation for system processes and best practices.
- Ensure data integrity, security, and compliance with relevant regulations (e.g., GDPR, HIPAA).
Qualifications and Education Requirements
- Bachelor’s degree in Information Systems, Business Administration, or a related field
Mandatory Experience
- 10 years’ experience in a customer service systems analyst or technical support role.
- Hands-on experience with customer care platforms (e.g., Zendesk, Salesforce, ServiceNow, …).
- Strong analytical and problem-solving skills; proficiency in Excel, SQL, or BI tools (e.g., Power BI, Tableau).
- Excellent communication and documentation skills.
- Ability to manage multiple priorities and work cross-functionally.
Preferred Skills
- Experience with workflow automation tools (e.g., Zapier, Workato).
- Familiarity with APIs and system integrations.
- Knowledge of ITIL or other service management frameworks.
- Understanding of customer experience metrics and service design principles.
