Global CRM Associate-2
Support customer relationship management and service excellence.
This opening expired 1 year ago.
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Overview
Support customer relationship management and service excellence.
You have:
- Experience in customer service operations is required.
- Knowledge of Master Data Management (MDM) processes.
- Ability to create reports and track performance metrics.
- Strong communication skills for internal and external interactions.
- Willingness to multitask and support various functions as needed.
With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
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. To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service. The CRM Associate 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 Associate will perform functions related to Master Data Management (MDM), Incident Support, Global Expense Management System, Support Chain Center of Excellence 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 Associate will show medium level expertise (technical SME) in at least three of 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 Associate is a cross trained, multitasking person, willing to help the customer in any possible way. He/she, must be a hands-on medium level expert for his/her team and the internal and external customers. 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.
Applicant Types Accepted:
Local Applicants Only
Potential interview questions
| Describe a time you managed multiple tasks at once. How did you prioritize? | The interviewer wants to assess your multitasking and prioritization skills. | Provide specific examples of how you organized tasks based on urgency and importance. |
| Can you discuss your experience with customer service metrics and reporting? | This question evaluates your analytical skills and understanding of customer service performance. | Pro members can see the explanation. |
| Tell me about a challenging customer situation you've encountered. How did you resolve it? | Pro members can see the explanation. | Pro members can see the explanation. |
| What strategies do you use to ensure excellent customer service? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you ensure accurate data management in your work? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 1 year ago
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Updated 1 year ago
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Source:
wvi.org
