CRM Specialist (NS)

SkillsMap; Sandton; On-site; ZAR 350,000 - 500,000; Full time

Job summary

Amrod is seeking a meticulous CRM Specialist to manage CRM investigations across departments. You will ensure accurate case resolution, conduct thorough root-cause analyses, and implement corrective actions to enhance service quality and reduce internal rejects.

The role involves coordinating investigations, updating CRM data, and generating weekly performance reports to support continuous improvement. A permanent position based in Woodmead, South Africa, with strong emphasis on data integrity

Qualifications

• Minimum of Grade 12 or equivalent.
• National Diploma in Operations or Business Administration (advantageous).
• Proven CRM management and investigations experience.

Responsibilities

• Allocate CRM cases to shifts, departments and managers.
• Support Technical Leads in CRM investigations and root-cause analyses.
• Update CRM systems and tracking sheets with findings and conclusions.
• Ensure 100% of rejected cases are investigated promptly.
• Identify trends in system issues and client complaints.
• Correct misallocated CRM cases by the Customer Care team.
• Update CRM records with feedback from investigations.
• Ensure investigations are completed accurately and timely.
• Compile and distribute weekly CRM reports to managers and technical leads.
• Draft and issue disciplinary warnings based on investigation outcomes.
• Provide weekly feedback on anomalies identified during case capturing.
• Collaborate with Shift, Operations and Technical Managers on strategic projects.

Skills

CRM management

Investigations

Quality assurance

Data analysis

Reporting

English communication

Education

National Diploma in Operations or Business Administration

Grade 12 or equivalent

Tools

MS Office

Outlook

Excel

Job description

CRM Specialist (NS)
Amrod
2026/09/17 Woodmead

Job Reference Number: AM-51
Department: Technical Team
Business Unit:
Industry: Manufacturing
Job Type: Permanent
Positions Available: 1
Salary: Market Related We are seeking a highly detail-oriented CRM Specialist to manage and coordinate CRM investigations across departments, ensuring accurate case resolution, thorough root cause analysis, and the effective implementation of corrective actions to enhance service quality and reduce internal rejects.

Job Description

Job Purpose

We are seeking a highly detail-oriented CRM Specialist to manage and coordinate CRM investigations across departments, ensuring accurate case resolution, thorough root cause analysis, and the effective implementation of corrective actions to enhance service quality and reduce internal rejects.

Key Performance Areas

• Allocate CRM cases to the appropriate shift, department, and responsible Manager.
• Support Technical Leads in completing CRM tasks per department, ensuring full investigations and root cause analyses are conducted.
• Update CRM systems and tracking data sheets with investigation findings and conclusions.
• Ensure all 100% rejected cases are investigated immediately.
• Identify trends relating to system issues and client complaints,
• Correct CRM cases that have been incorrectly allocated by the Customer Care team.
• Update CRM records based on feedback received
• Ensure investigations are finalized accurately and timeously.
• Compile and distribute weekly CRM reports to Managers and Technical Leads.
• Draft and issue approved disciplinary warnings based on CRM investigation outcomes
• Provide weekly feedback reports to Customer Care on anomalies identified during case capturing.
• Work closely with the Shift Manager, Operations Manager, and Technical Manager on strategic projects aimed at reducing rejects and improving quality performance.
• Conduct internal reject trend analysis and monitor quality performance data.
• Compile monthly and quarterly reject trend reports per department, highlighting key issues, recurring trends, and improvement opportunities.
• Drive weekly reporting on investigations, ensuring that corrective actions, containment measures, and continuous improvement initiatives are effectively tracked and communicated.

Job Requirements

Minimum Skills and Knowledge Required

• Grade 12 or equivalent
• National Diploma in Operations or Business Administration or similar(advantageous)
• Minimum of 3 years’ experience in an operations or similar environment
• Proven experience in CRM management, investigations, quality assurance or operations support
• Ability to communicate in English (verbally and in writing)
• Above average computer literacy – Proficient in MS Office and outlook and Excel

Competencies

• Analytical and problem-solving skills
• High integrity and discretion
• Clear professional communication and reporting skills
• Able to work independently and in a fast-paced team environment
• Attention to detail and follow-through