T E CRM Specialist is responsible for supervision of daily operation, quality control, capability development, people management ensures high quality service through continual knowledge updates, training, and service improvement with experience and knowledge in the areas of Training, Performance Development, reporting, quality audits, feedback, escalation management, etc...

Plan and implement training programs for the team in consultation with Project Manager

Identify process improvement initiatives and work with key stakeholders to roll them out, ensuring that all aspects of the CRM s service delivery standards are met or exceeded

Research and resolve customer issues that require in depth review or knowledge that has been escalated. Refer any issues that cannot be resolved to the appropriate contact Process owner and loop back information for closure of query

Remain current in field of expertise and share knowledge with others

Coach and train CRM Representatives to build... experience and knowledge to enable handling more complex issues exceptions

Participate in training and professional development activities

Provide productive feedback to team members and participate in Performance Appraisal process

Facilitate cross team interaction understanding to ensure team requirements are met and issues are resolved e.g., team functional interdependencies and implications

Apply a comprehensive understanding of clients process and knowledge needs to business solutions

Participate in local or global CRM project initiative as requested by CRM operation lead

Emphasize customer satisfaction by validating to ensure satisfaction with CRM responses and providing follow through to ensure a positive client experience

List functional, technical and professional skills required for the role Effective Verbal Communications P5 MasterEffective Written Communications P5 MasterCustomer Interaction Handling P5 MasterCustomer Call Handling P5 MasterCritical Thinking P5 MasterCoaching P5 MasterCustomer Care and Satisfaction P5 MasterContinuous Improvement P5 MasterMicrosoft Office P5 MasterProblem Solving P5 MasterQuality Management P5 MasterSLA Service Level Agreement Management P5 MasterBusiness Operations Management P5 MasterCollaboration P5 MasterCross Cultural Teaming P5 MasterFacilitation P4 ExpertOperational Excellence P4 ExpertPresentation Delivery P4 ExpertProcess Innovation P5 MasterRisk Management P4 ExpertStakeholder Management P4 ExpertCustomer Service Operations P4 ExpertExecutive Presence P4 ExpertFORM Methodology P4 ExpertStorytelling P4 Expert
Buenos Aires Argentina

Salary Criteria