This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided. To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service.
The CRM Assistant will report to the Global BSD Lead for SSC, working closely with him/her and the BSD team members to achieve group and individual objectives. The CRM Associate will perform functions related to Master Data Management (MDM), Incident Support, Global Expense Management System, Support Chain Center of Excellence support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers.
The CRM Assistant will show basic level expertise (technical SME) in at all of the above mentioned functions, but must support all of them in different levels and times based on work distribution by the BSD Lead and the requirements of the customer, the day-to-day process, and the follow-the-sun model. The CRM Assistant is a cross trained, multitasking person, willing to help the customer in any possible way. He/she, must be a hands-on basic level expert for his/her team and the internal and external customers. To accomplish the job purpose, the person will be the responsible for complying with the Customer Service protocols and all its components. Responsible for any other duties or projects assigned in relation with customer relationship management, or new processes transitioned to the SS. Training, Projects, and AD-hoc Duties.