Role and Responsibilities

We are looking for a highly organized and detail-oriented Customer Service Enablement Specialist. to join our team. In this role, you'll play a crucial part in ensuring the efficient operation and continuous improvement of our CRM system, while also developing and maintaining essential documentation. You'll be the go-to person for triaging cases, identifying system enhancements, maintaining data accuracy, and empowering our teams with clear, concise resources.

Case Triage & Management:

• Efficiently triage and manage incoming cases within the CRM, adhering to defined processes and ensuring quick resolution.
• Accurately update case details, including subscription ID, contact, account, reasons, and sub-reasons.
• Assign cases to the appropriate teams (Partner Team, Exclaimer Desk, Finance, Sales, Customer Success) for resolution.
• Manage and prioritise escalated cases, ensuring they are actioned within a 24-hour period collaborating with QA Operations Specialist.

CRM Optimization & Enhancement:

• Identify opportunities to enhance triaging processes and implement automations to improve case handling efficiency.
• Work collaboratively with the Business Systems and Customer Operations teams to implement CRM enhancements.
• Partner with the Desk Manager to identify pain points within the CRM and develop solutions to simplify its use for all stakeholders.
• Raise and monitor CRM bugs, providing regular updates to the Desk Head and Managers.

Data Integrity & Administration:

• Maintain the CRM system to ensure accurate and up-to-date client data at all times (e.g., merging duplicate records, updating account details).
• Perform basic administrative tasks to support the wider Sales, Finance, Partner, and Exclaimer Desk teams.

Documentation & Training:

• Develop, update, and maintain comprehensive CRM process documentation, user guides, and FAQs.
• Create clear and concise how-to articles and training materials for CRM users across different departments.
• Ensure all documentation is easily accessible and kept current with any system updates or process changes.
• Identify documentation gaps and proactively create new resources to address user needs.

Skills, Knowledge, and Experience

• Proven experience working with CRM systems (experience with Salesforce is a plus).
• Strong analytical skills with the ability to identify process inefficiencies and propose solutions.
• Excellent attention to detail and a commitment to data accuracy.
• Exceptional organizational and time management skills, with the ability to prioritize effectively in a fast-paced environment.
• Demonstrated ability to create clear, concise, and user-friendly documentation, including process guides and training materials.
• Clear communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team.
• A proactive and problem-solving mindset.