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Main duties and responsibilities

  • Analyse customer inquiries and interactions to identify patterns, trends, and insights
  • Use tools such as Excel, Salesforce Einstein reporting, and Salesforce CRM analytics to process and interpret data
  • Build prediction models/call to action in Salesforce CRMA
  • Monitor and report on Customer Service KPIs, including response times, quality standards, and resolution rates
  • Collaborate with the Customer Service Team, internal departments, and project teams to gather and share insights
  • Conduct in-depth research to identify reasons for customer inquiries and make recommendations for process improvements
  • Participate in cross-functional projects, ensuring data-driven decision-making
  • Assess the status and potential future impact of projects, providing insights and recommendations
  • Prepare reports and presentations to communicate findings to management
  • Prepare presentation for EXCOM members

Reporting and collaboration

  • Report to the Head of Customer Service
  • Collaborate with the Customer Service Team, internal departments, and project teams

Key competencies

  • Proficiency in Excel, Salesforce reporting, and CRM analytics tools is a must
  • Strong analytical and problem-solving skills
  • Excellent communication and presentation skills, including professional-level English proficiency
  • Ability to work effectively in a team and cross-functional environment
  • Strong attention to detail and the ability to work with large datasets

Education and qualifications

  • Bachelor's degree.
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Confirmed 16 hours ago. Posted 14 days ago.

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