CRM Analyst/ Professional

2 weeks ago

Kuwait City, Al Asimah Zain Bahrain Full time

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region's first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here: https://zain.com/en/about-us/overview

About the Role

The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review, and approval), acting as a technical testing resource during applicable phases of the project lifecycle. Performing support functions for applications post-implementation (post go-live). Supporting and maintaining systems and applications under CRM to achieve Zain's goals of customer satisfaction and speed to market.

Responsibilities
  • Review, analyze, and approve the design and development of vendor modules and CRM applications, collaborate with the vendor on the development and documentation of technical requirements for solutions, and develop design documents based on agreed requirements.
  • Handover and transfer knowledge of new applications/services to the operations team and inform Zain users of changes to applications to ensure proper transfer of information and knowledge.
  • Act as the testing resource during applicable phases of the project lifecycle (unit and integration testing) and perform acceptance testing for new services/projects, software releases, upgrades, and expansions. Report status according to the implementation plan.
  • Perform maintenance and administration of in-house developed applications to ensure consistent performance.
  • Provide second-level front-end application support to investigate and resolve trouble tickets and customer complaints efficiently.
  • Participate in evaluating and providing feedback for commercial concept papers and technical requirements. Oversee pre-production and production environments for all systems to ensure stability and escalate risks accordingly.
  • Ensure all activities comply with the Information Security Management System (ISMS) policies and report any security breaches or incidents immediately.
  • Adhere to all environmental requirements set by statutory bodies in Kuwait or by Zain Group policies.
  • Maintain occupational health and safety standards as per the OH&S management system, addressing hazards and risks associated with activities.
What We Need From You
  • Strong communication, presentation, and influencing skills at all organizational levels.
  • Excellent verbal and written communication skills.
  • Proficiency in agile methodologies.
  • Knowledge of CRM support processes specific to the telecom industry.
  • Advanced skills in Microsoft Office tools (Excel, PowerPoint).
  • Competency in SQL and Python is a plus.
About Application Process

If you meet the criteria and are enthusiastic about the role, we welcome your application. To complete the application, you will need the following documents:

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