Salesforce CTI Administrator (m/f/x)

Enpal GmbH; Berlin; Vor Ort; EUR 50.000 - 75.000; Vollzeit

Zusammenfassung

Enpal GmbH is seeking a Salesforce CTI Admin to join their dynamic Salesforce team in Berlin. The role involves managing contact center operations, improving customer service processes, and liaising with IT. Ideal candidates will have Salesforce administration experience, excellent analytical skills, and a collaborative mindset. Enjoy a hybrid work model and be part of an innovative company in the green energy sector.

Leistungen

Hybrid work model

Contribution to green energy initiatives

Opportunity for personal growth

Qualifikationen

• Experience in a contact center or telephony environment.
• At least 1 year experience as a Salesforce Administrator.
• Good work ethic and collaborative team spirit.

Aufgaben

• Ownership of Contact Center and CTI related topics.
• Manage performance metrics of call handling processes.
• Streamline Customer Service support processes.

Kenntnisse

Analytical skills

Communication skills

Organisational skills

Problem-solving skills

Ausbildung

B2 proficiency in German

Jobbeschreibung

As a Salesforce CTI Admin working within the Salesforce Team you will be responsible for helping design, test, document, and implement approved changes and enhancement requests.

You will be exposed to all levels of Salesforce work in a developing and highly functional team (Administrators, Product Managers, Developers, QA, DevOps) with lots of opportunities to share and gain knowledge.

We are currently moving our Contact Center support and development into the Salesforce Team - so there is also some groundwork to be done with exposure to all central departments. Besides the Contact Center related tasks you will help optimise customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success. This position will serve as liaison with the IT department as needed.

Contact Center administration / CTI related tasks include :

• Ownership of Contact Center and CTI related topics
• Be a key partner for organisational change and development processes
• Create, maintain and manage ring groups, outbound Ids, lists and campaigns
• Support call flow monitoring and maximise the contact center agent assignment
• Manage performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimise call handling processes
• Functionally manage integration between Contact Center and Salesforce
• Overall documentation related to CTI setup and onboarding
• Automate onboardings and assignments
• Whatsapp Business setup for global expansion

Salesforce administration (Customer Service) and platform tasks include :

• Help streamline the Customer Service support processes and integration with other systems
• Manage operational requests and troubleshoot issues, working with diverse user groups
• Further development of Omni-Channel, Chatbot integration, Surveys

Qualifications

• Experience in a contact center environment, telephony, or unified communications related work experience (talkdesk is a plus)
• Knowledge of integrating Contact Center platforms with CRM solutions such as Salesforce, Microsoft Teams, and other enterprise technologies is a plus
• At least 1 year of previous experience as a Salesforce Administrator - ideally in both Sales and Service Cloud (experienced with Salesforce Flows is a plus)
• Excellent analytical, communication, organisational, and problem-solving skills coupled with a good work ethic
• An effective communicator that works well in a collaborative team setting
• Strong analytical skills and the ability to troubleshoot and solve technical problems
• Passionate about helping others convert problems into solutions
• At least B2 proficiency in German (we also provide courses)

Additional Information

We're offering

• The chance to be part of a fast-growing and future-oriented startup : we are one of the biggest players in the solar business.
• Help to make the world a bit better : we are all about green energy.
• Work with the best in the industry and grow with us : there’s plenty of room for your ideas.
• A hybrid work model, the ability to come to our Berlin office every now and then for in person discussions and events, or to be there all the time - you decide.