Global Customer Relationship Management Assistant

World Vision International; Mandaluyong; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global humanitarian organization is seeking a CRM Assistant based in Mandaluyong, Philippines. The role involves delivering technical support and enhancing customer service experiences through relationship building, CRM expertise, and solid analytical skills. A Bachelor’s degree and familiarity with CRMs are required to succeed in this position, which emphasizes compliance with performance metrics and customer satisfaction standards.

Qualifications

• Experience relevant to WV Operations and NGOs is desired.
• Technologically savvy individual needed.
• Yellow belt certification is a plus.

Responsibilities

• Support internal clients and secure optimal service delivery.
• Ensure compliance with operational SLAs and performance metrics.
• Facilitate customer satisfaction and service policy compliance.

Skills

Good relationship building skills

Experience with ERPs and CRMs

Strong presentation abilities

Analytical thinking

Education

Bachelor's/College Degree

Tools

Customer Service techniques

Job description

Overview

Job Purpose

This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided. To do so, she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service.

The CRM Assistant will report to the Global BSD Lead for SSC, working closely with him/her and the BSD team members to achieve group and individual objectives. The CRM Associate will perform functions related to Master Data Management (MDM), Incident Support, Global Expense Management System, Support Chain Center of Excellence support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers.

Disclaimer: The successful candidate will need to start their shift at 3:00 AM -12:00pm Manila time.

Major Responsibilities

45% Technical CRM Support (Level 11)

Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding, or any new service assigned to the BSD team) -- BSD internal Level 1 support— Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

• Provide basic level support to at all the services or processes.
• Ensure completeness, accuracy and timeliness of transactions processed.
• Performance against defined Key Performance Indicators (Productivity, Effectiveness, Efficiency and Business Output, etc.)
• Creation, maintenance and update of relevant documentation related to the process and tools that support it.

30% General Support of BSD Processes and Services

Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, DM (included coding), or any new service assigned to the BSD team.

• Support of general services with basic level or CRM Assistant level of expertise (L1) (either GC/SCCE, GEMS, Incident Support, MDM (including coding), or any new service assigned to the BSD team).
• Support the follow-the-sun model.
• Solve problems via analytical thinking.

10% Operational SLA Compliance, Reporting and Metrics

Comply with the operational SLAs agreed with the customer to achieve process, team and individual performance. Achieving and/or exceeding the KPIs defined via SLA.

Metrics and Indicators - Ensure that customer expectations in regard to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

• Support internal quality indicators and support overall customer services quality improvement plans.
• Minimize processing error rate.
• Implement and track efficiency metrics.
• Meet the agreed SLA.

10% C-SAT (Customer Satisfaction) and NPS (Net Promoter Score)

Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

• Complies with SS Customer Service policy and achievement of C-SAT and NPS.
• Attends Customer Service training sessions and applies the learnings.
• Applies customer service standards and collaborates to achieve or surpass the C-SAT and NPS results.

5% Project Support and AD-hoc Duties

Provide support for out-of-scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.

• Respond to out-of-scope services request in areas like training and testing to internal and external clients.
• Develop materials and documents required to perform out of scope services.
• Special projects assigned
• Willing to learn and adopt new practices and support new processes and services

Knowledge/Qualifications for the Role

Required Professional Experience

• Good relationship building skill set, both internal and with internal customers
• Experience with ERPs and CRMs or related tools
• Experience with specific processes relevant to WV Operations and NGOs recommended.
• Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.

Required Education, training, license, registration, and certification:

• Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field 2 years’ experience or equivalent work experience.
• College degree preferred.
• Technologically savvy
• Good analytical thinking
• Yellow belt certification desired
• Customer Service techniques and protocols

Travel and/or Work Environment Requirement:

The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

Language Requirements:

• Full command of English language (written and spoken)
• Desirable: Spanish, French, or Portuguese (written and spoken)