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  • Posted: Jul 22, 2019
    Deadline: Not specified
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    World Vision is a global relief, development and advocacy organization dedicated to working with children,families and communities to overcome poverty and injustice.World Vision serves all people regardless of religion,race,ethnicity,or gender.


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    Global Customer Relationship Management Assistant

    Job Description

     

    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.

    Requirement/Skills

    • 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.
    • 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.
    • Yellow belt certification desired.
    • Customer Service techniques and protocols.
    • Full command of English language (written and spoken).
    • Desirable: Spanish, French, or Portuguese (written and spoken).

    Preferred Skills, Knowledge and Experience:

    • 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
    • Contact centres, customer relationship management, business analytics, shared services centres, training, procurement, customer service.

    Work Environment/Travel:

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

    Method of Application

    Interested and qualified? Go to World Vision on careers.wvi.org to apply

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