Ghana NGO Jobs

Global Customer Relationship Management Assistant

Ghana NGO Jobs

Customer Service & Support

NGO, NPO & Charity Confidential
2 months ago

Job Summary

Perform the duties of a Global Customer Relationship Management Assistant

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:2 years

Job Description/Requirements

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.  

 

 

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. 

 


Operational SLA Compliance, Reporting and Metrics  

Comply with the operational SLA s 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 regards 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. 

 


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.  

 


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 

1. Good relationship building skill set, both internal and with internal customers  

2. Experience with ERPs and CRMs or related tools  

3. Experience with specific processes relevant to WV Operations and NGOs recommended.  

4. 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  

 

Preferred Knowledge and Qualifications 

1. Listening skills and service orientation  

2. Decision making skills  

3. Communication skills  

4. Negotiation techniques  

5. Conflict resolution  

6. Time management and organizational skills, deadline focused with strong attention to detail and accuracy  

7. Self-directed with the ability to work independently, but also to coordinate and consult effectively as part of a team, and escalate when needed  

8. Ability to work remotely  

9. Customer Service  

10. WV processes  

11. P2P Process  

12. Knowledge of WVI desirable  

- Policy and procedure  

- Finance knowledge  

- System knowledge  

- Product knowledge  

13. Cross-cultural sensitivity  

14. Data management  

 

 

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) 

Applicant Types Accepted:

Local Applicants Only

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