Customer Service - CRM Specialist

• 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)