Current Jobs at Calltronix Contact & Training Centre

• In this dual-role position, you will be responsible for configuring, customizing, and maintaining our CRM system (KatiCRM.) to meet business needs, as well as developing and delivering training to end-users to ensure effective adoption and usage.

Key Responsibilities:

• CRM Configuration &; Support:
• Configure CRM system settings, fields, workflows, dashboards, user roles, and access controls.
• Collaborate with stakeholders to gather and analyze business requirements.
• Customize CRM modules to align with business processes and best practices.
• Conduct system testing and troubleshoot technical issues or bugs.
• Coordinate with vendors or internal developers for advanced customization or integration tasks.
• Maintain system documentation, including change logs and configuration records.
• Training & User Support:
• Design, develop, and deliver comprehensive CRM training programs for users across departments.
• Create and share project training plan prior to the commencement of training
• Create and share a project training report at the end of the training
• Create user manuals, training materials, video tutorials, and job aids.
• Provide one-on-one and group training sessions, both in-person and virtually.
• Serve as the first point of contact for user support and guidance on CRM usage.
• Collect feedback from users and recommend improvements in system use or configuration.

Required Skills &; Qualifications:

• Degree in Information Technology, Business, Computer Science or related field.
• Strong understanding of CRM processes (sales, marketing, service).
• Excellent communication and presentation skills.
• Ability to translate technical concepts into user-friendly language.
• Proficient in documentation and training content creation.

Preferred Qualifications:

• CRM certification (e.g., Salesforce Admin, Dynamics 365 Functional Consultant).
• Experience with data migration, reporting, or CRM integrations.
• Familiarity with change management and user adoption strategies.
• 2+ years of experience

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We are looking for a customer-focused and detail-oriented CRM Call Centre Support Staff member to provide exceptional support to our customers using our CRM system. The ideal candidate will handle inbound and outbound calls, resolve customer inquiries, and log interactions accurately in the CRM platform. You will also assist in maintaining the quality and integrity of customer data while ensuring a seamless support experience.

Key Responsibilities:

• Handle incoming customer inquiries via phone, email, and chat, and provide timely and accurate support.
• Use the CRM system (KatiCRM) to log calls, update customer records, and track issue resolution.
• Escalate complex issues to the appropriate team or supervisor while ensuring proper follow-up.
• Educate customers on product or service offerings, processes, and system features.
• Monitor open cases/tickets and ensure timely resolution in line with SLAs.
• Maintain high data accuracy in the CRM by updating customer information and case notes.
• Contribute feedback on recurring customer issues to help improve system usability and service processes.
• Participate in regular training sessions to stay updated on CRM system changes and support procedures.
• Provide initial support, to achieve First Call Resolution, wherever possible
• Follow training materials and scripts, effectively and consistently.

Required Skills & Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1+ year of experience in a call centre, helpdesk, or customer support role.
• Familiarity with CRM systems (e.g., Salesforce, Zoho, Dynamics, Freshdesk, etc.).
• Strong communication skills—verbal and written—with a professional phone manner.
• Ability to handle high volumes of interactions with patience and efficiency.
• Basic computer skills, including Microsoft Office and data entry proficiency.
• Customer-centric mindset with a problem-solving attitude.

Preferred Qualifications:

• Experience working in a tech, retail, or services-based call centre environment.
• Multilingual proficiency is a plus.
• Knowledge of ticketing systems or customer service metrics (e.g., CSAT, FCR).
• Should have a working knowledge of other CRM solutions in the market.