Global Customer Relationship Management Assistant at World Vision

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.