Customer Excellence Systems Associate

MBC Group · EG

Responsibilities:

· Administer, configure and develop customized Salesforce and Sprinklr solutions, scripts and configuration files
· Gather business requirements and translate them into scalable CRM/CX solutions.
· Manage CRM enhancements, automation, workflows, integrations and system testing.
· Collaborate with Technology, Product, Data, Operations and vendors on CRM initiatives.
· Identify opportunities to automate manual processes and improve customer journeys.
· Support and continuously optimize self-service solutions to increase the self-service adoption and resolution rates.
· Develop dashboards and reports to monitor Customer Excellence and operational performance.
· Analyze customer and operational data to identify trends and improvement opportunities.
· Contribute to wider Customer Excellence projects and continuous improvement initiatives.
· Manage priorities, timelines and delivery of CRM projects
· Manage CRM user access throughout the employee lifecycle, including onboarding, role/profile assignment, access requirements, changes and offboarding.