World Vision Int’l Recruitment for Customer Relationship Mgmt. Assistant x3

Applications are invited from interested and suitably qualified candidates for World Vision Recruitment for Customer Relationship Mgmt. Assistant x3.

World Vision International is an Evangelical Christian humanitarian aid, development, and advocacy organization. It prefers to present itself as interdenominational and also employs staff from non-evangelical Christian denominations.

Job Description

Company: World Vision
Location: Ghana
State: Accra
Job type: Full-Time

MAJOR RESPONSIBILITIES:

Technical CRM Support (Level 1):

Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding), or any new service assigned to the BSD team)
BSD internal Level 1 support—
Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

General Support of BSD Processes and Services:

Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic
level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, MDM (included coding), or any new service assigned to the BSD team.

Operational SLA Compliance, Reporting and Metrics:

Comply with the operational SLA s agreed with the customer to achieve: process, team and individual performance. Achieving and/or exceeding the KPIs defined via SLA.
Metrics and Indicators – Ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

C-SAT (Customer Satisfaction )and NPS (Net Promoter Score):

Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

Project Support and AD-hoc Duties:

Provide support for out of scope services – Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.

KNOWLEDGE, SKILLS & ABILITIES:

Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field.
2 years’ experience or equivalent work experience. College degree preferred.
Technologically savvy.
Good analytical thinking.
Good relationship building skill set, both internal and with internal customers.
Experience with ERPs and CRMs or related tools.
Experience with specific processes relevant to WV Operations and NGOs recommended.
Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.
Yellow belt certification desired.
Customer Service techniques and protocols.
Full command of English language (written and spoken).
Desirable: Spanish, French, or Portuguese (written and spoken).

Preferred Skills, Knowledge and Experience:

Listening skills and service orientation.
Decision making skills.
Communication skills.
Negotiation techniques.
Conflict resolution.
Time management and organizational skills, deadline focused with strong attention to detail and accuracy.
Self-directed with the ability to work independently, but also to coordinate and consult effectively as part of a team, and escalate when needed.
Ability to work remotely.
Customer Service
WV processes
P2P Process
Knowledge of WVI desirable
Policy and procedure
Finance knowledge
System knowledge
Product knowledge
Cross-cultural sensitivity
Data management
Contact centres, customer relationship management, business analytics, shared services centres, training, procurement, customer service.