Customer Service - CRM Specialist

TLDR

Optimize and maintain the CRM system to enhance agent performance and efficiency, while collaborating with product and engineering teams on system optimizations.

Optimize and mantain our CRM system to improve agents performance and efficiency
Execute any development and configuration on our CRM system
Liase with the product or engineering team related to system opetimization
Ensure seamless ticketing management system to support quality customer handling
Come up with any automation proposal
Evaluate, update and mantain the taxonomy on the CRM system
Supporting the CS Ops needs related to the CRM system
Create performance and monitoring dashboard on the CRM, and liase with the data team
Responsible for any tooling handling in the CS Department

Requirements

Minimum a Bachelor Degree from any majors
Having min 3 years experience with Zendesk is a must
Experienced in develop, configure and optimize Zendesk to improve CS agent productivity and quality
Experienced in investment, financial technology, and banking industry is a plus
Strong sense of system and process improvement
Fluent in english both written and verbal (min. medium level)
Dynamic, agile and full-energy person, along with good can do attitude (edited)