ZAIN1674 - CRM Analyst/ Professional

HealthCare Dynamics Gen. Trading Company W.L.L; Kuwait City; On-site; KWD 15,000 - 30,000; Full time

Job summary

Une entreprise leader dans le secteur des télécommunications recherche un CRM Junior pour soutenir les mises en œuvre CRM et maintenir des systèmes et applications sous CRM. Le candidat idéal doit posséder d'excellentes compétences en communication, une connaissance des systèmes CRM, et une expérience avec les méthodologies agiles. Ce poste offre l'opportunité de travailler dans un environnement dynamique et contribuant à la satisfaction client.

Qualifications

• Compétences en communication écrite et orale excellentes.
• Expérience avec les applications CRM exigée.
• Connaissances approfondies des systèmes CRM et des méthodologies agiles nécessaires.

Responsibilities

• Assurer le support des applications CRM et effectuer des tests de validation.
• Gérer les tickets de support et les plaintes des clients.
• Collaborer avec les fournisseurs sur le développement des exigences techniques.

Skills

Communication

Agile methodologies

CRM support processes

Technical testing

SQL

Python

Tools

Microsoft Office

Job description

About The Role

The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review and approval), acting as technical testing resource during applicable phases of the project lifecycle. Performing support functions for applications post-implementation (past 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 to develop design documents based on agreed upon requirements

• Handover and transfer knowledge of new applications/services to the operations team and inform Zain users of changes to applications to ensure the 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 the new services/projects, software releases, upgrades and expansions and report status according to implementation plan
• Perform maintenance and administration of in-house developed applications to ensure that there are no drops in performance
• Perform second Level front-end application support to investigate and efficiently resolve trouble tickets and customer complaints
• Participate in evaluating and providing feedback for commercial concept papers and technical requirements and oversee pre-production and production environments for all systems to ensure the stability of systems and escalate risks to the concerned areas
• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately
• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait
• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities
  
  

What We Need From You

• Ability to communicate, present and influence all levels of the organization
• Excellent verbal and written communications skills
• Proficiency in agile methodologies
• Knowledgeable in CRM systems
• CRM applications experience
• Knowledge of CRM support processes specific to the telecom industry
• Advanced Microsoft Office toolkit (Excel, pptx)
• Competency in SQL & Python is a plus
  
  

About Application Process

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):

• Resume/CV
• Passport-size photograph
• Highest Education Qualification
• Copy of Civil ID/Passport