Global CRM Specialist at World Vision

Key Responsibilities

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. While adhering to high standard, CRM Specialist will also assist the site lead in SLA performance and other key performance indicators of the team. She/he will help in coordinating with the team lead in process review and changes to ensure high delivery of customer service. The CRM Specialist 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 Specialist 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 Specialist will show advance level expertise (technical SME) of all 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 Specialist 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. Responsible for supporting all of the services with advance level of expertise (either GC/GPO, GEMS, Incident Support, MDM (including coding), or any new service assigned to the BSD team) 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.

Major Responsibilities

Technical CRM Support (Level 11)

• Responsible for supporting all of the services with advance 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.
• Provide advance level support to 100 % or all services or processes (either GC/SCCE, GEMS, General Incident Support, MDM (including coding), or any new service assigned to the BSD team).
• Lead internal and external training.
• Support Level all staff in product knowledge.
• Surpass all defined Key Performance Indicators (Productivity, Effectiveness, Efficiency and Business Output, etc.).

General Support of BSD Processes and Services

• General Support of BSD Processes and Services. Support all other BSD services (current or new) including up to advance Level of expertise. 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.
• Lead quality administrative task in ensuring the completeness, accuracy and timeliness of transactions processed for the location.
• Assist Team lead in minimizing manual error.
• Assist in implementing and track efficiency metrics.
• Surpass the agreed SLA.

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.
• Assist in adhering to SS Customer Service policy and achievement of C-SAT and NPS.
• Coordinate with the CS Team and actively engage in Customer Service training sessions and applies the learnings.
• Applies customer service standards and collaborates to achieve or surpass the C-SAT and NPS results.

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/QUALIFICATIONS FOR THE ROLE Required Professional Experience

• Good relationship building skill set, both internal and with internal customers
• Experience with ERPs and CRMs or related tools
• Experience with specific processes relevant to WV Operations and NGOs recommended.
• Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.

Required Education, Training, License, Registration, And Certification

• Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field
• 2 years’ experience
• Or equivalent work experience. College degree preferred.
• Technologically savvy
• Good analytical thinking
• Yellow belt certification desired
• Customer Service techniques and protocols
• Preferred Knowledge and Qualifications
• Listening skills and service orientation
• Decision making skills
• Communication skills
• Negotiation techniques
• Conflict resolution
• Time management and organizational skills, deadline focused with strong attention to detail and accuracy
• Self-directed with the ability to work independently, but also to coordinate and consult effectively as part of a team, and escalate when needed
• Ability to work remotely
• Customer Service
• WV processes
• P2P Process
• Knowledge of WVI desirable
• Policy and procedure
• Finance knowledge
• System knowledge
• Product knowledge
• Cross-cultural sensitivity
• Data management