Customer Relationship Management Specialist

hace 3 días


Alajuela, Alajuela, Costa Rica 3M A tiempo completo
Job Description

The primary goal of this position is to serve as the first point of contact for businesses and CO users in managing business relationships, data, and associated information through our CRM tool. The CRM Analyst plays a vital role in delivering high-quality service by receiving, evaluating, processing, and closing support cases efficiently.

  • Responsible for monitoring respective CRM work queues for new requests (cases).
  • Issue resolution with respect to cycle time, leveraging workload within a team to meet Service Level Agreements (SLA).
  • Managing all types of CRM Support cases to complete work and provide answers to requestors.
  • Communicating effectively with other CRM levels to address and escalate issues properly.
  • Administrating user databases in Salesforce for the Americas Area.

The ideal candidate will possess strong customer service skills, prioritization abilities, and teamwork spirit. They will be responsible for activities such as creating new users, updating existing ones, and deactivating/reactivating users. Additionally, they will manage reports, dashboards, public groups, and queues within Salesforce.

Requirements
  • At least 2+ years of university experience.
  • Min. 3-5 years of equivalent work experience in customer service area.
  • Very good practical knowledge of Microsoft Excel.
  • Proficient in English and Spanish (speaking and writing).
  • Beneficial: Experience working with specific process systems or methodologies (SAP, Salesforce, etc.).

This is an excellent opportunity for a motivated individual to improve their productivity and service delivery skills while contributing to a dynamic team at 3M. If you are passionate about providing top-notch customer service and have a keen eye for detail, we encourage you to apply for this exciting role.



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