Customer Experience Specialist
6 days ago
At Zain, we are looking for a talented individual to join our team as a CRM Analyst/Professional. The successful candidate will be responsible for supporting the implementation of CRM systems, acting as a technical testing resource during project lifecycles, and performing support functions for applications post-implementation.
About the RoleThis is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences. As a CRM Analyst/Professional, you will play a key role in ensuring that our customers receive the best possible service.
- You will collaborate with the vendor on the development and documentation of technical requirements for solutions, and develop design documents based on agreed requirements.
- You will handover and transfer knowledge of new applications/services to the operations team and inform users of changes to applications to ensure proper transfer of information and knowledge.
- You will 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. You will report status according to the implementation plan.
- You will perform maintenance and administration of in-house developed applications to ensure consistent performance.
- You will provide second-level front-end application support to investigate and resolve trouble tickets and customer complaints efficiently.
- You will participate in evaluating and providing feedback for commercial concept papers and technical requirements. You will oversee pre-production and production environments for all systems to ensure stability and escalate risks accordingly.
To be successful in this role, you will need to have strong communication, presentation, and influencing skills at all organizational levels. Excellent verbal and written communication skills are essential. Proficiency in agile methodologies and knowledge of CRM support processes specific to the telecom industry are also required. Advanced skills in Microsoft Office tools (Excel, PowerPoint) are necessary, and competency in SQL and Python is a plus.
About Application ProcessIf you meet the criteria and are enthusiastic about the role, we welcome your application. To complete the application, you will need to submit your resume and cover letter.
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