CRM Specialist (NS)

Job Purpose

We are seeking a highly detail-oriented CRM Specialist to manage and coordinate CRM investigations across departments, ensuring accurate case resolution, thorough root cause analysis, and the effective implementation of corrective actions to enhance service quality and reduce internal rejects.

Key Performance Areas

• Allocate CRM cases to the appropriate shift, department, and responsible Manager.
• Support Technical Leads in completing CRM tasks per department, ensuring full investigations and root cause analyses are conducted.
• Update CRM systems and tracking data sheets with investigation findings and conclusions.
• Ensure all 100% rejected cases are investigated immediately.
• Identify trends relating to system issues and client complaints,
• Correct CRM cases that have been incorrectly allocated by the Customer Care team.
• Update CRM records based on feedback received
• Ensure investigations are finalized accurately and timeously.
• Compile and distribute weekly CRM reports to Managers and Technical Leads.
• Draft and issue approved disciplinary warnings based on CRM investigation outcomes
• Provide weekly feedback reports to Customer Care on anomalies identified during case capturing.
• Work closely with the Shift Manager, Operations Manager, and Technical Manager on strategic projects aimed at reducing rejects and improving quality performance.
• Conduct internal reject trend analysis and monitor quality performance data.
• Compile monthly and quarterly reject trend reports per department, highlighting key issues, recurring trends, and improvement opportunities.
• Drive weekly reporting on investigations, ensuring that corrective actions, containment measures, and continuous improvement initiatives are effectively tracked and communicated.