CRM Specialist (Zendesk Platform)

Role Overview

A global organization is seeking a CRM Specialist to manage, configure, and optimize its customer relationship management platform, Zendesk. This role supports customer experience technology initiatives by maintaining system performance, implementing new features, and improving operational processes.

The position works closely with application leadership, customer experience technology teams, customer service operations, and development teams to ensure the CRM platform operates efficiently, integrates seamlessly with external systems, and meets evolving business needs.

Purpose of the Role

The CRM Specialist is responsible for enhancing platform performance through system configuration, proactive maintenance, and continuous process improvement. The role translates business requirements into technical solutions that improve usability, reliability, and operational efficiency while ensuring a high-quality user experience.

Key Responsibilities

• Gather and monitor user requirements to support system enhancements and process improvements.
• Configure and optimize existing CRM functionalities based on business and operational needs.
• Implement new features and improvements using standard platform capabilities and custom development support when required.
• Collaborate with internal teams to ensure continuous development and enhancement of CRM capabilities.
• Apply platform best practices and work with vendor support channels to maximize system effectiveness.
• Troubleshoot and resolve technical issues affecting CRM performance and functionality.
• Monitor daily system performance and escalate issues or anomalies to application leadership.
• Support initiatives that improve customer and internal user (agent) satisfaction.
• Ensure reliable integration with third-party applications and external service channels.
• Manage and prioritize change requests while maintaining system reliability and scalability.
• Stay current with emerging CRM technologies, automation tools, and AI-driven solutions.

Access and Authority

• Administrative access to the CRM platform for configuration, maintenance, and optimization.
• Authorized access to customer experience and customer service data for performance monitoring and business analysis.

Performance Measures (KPIs)

• Maintain high internal user (agent) satisfaction levels.
• Ensure high system availability and uptime.
• Increase automation of manual user tasks.
• Improve automated response and process efficiency rates.
• Meet service level targets for CRM-related support requests.

Skills and Competencies

Technical and Professional Skills

• Strong technical proficiency in CRM configuration, administration, and optimization.
• Analytical problem-solving skills and attention to detail.
• Ability to plan, organize, and manage multiple priorities effectively.
• Understanding of system integrations and process automation.
• Capability to analyze operational requirements and deliver technical solutions.

Behavioral Competencies

• Customer-focused mindset with strong ownership and accountability.
• Adaptability and flexibility in a fast-paced environment.
• Collaborative approach with cross-functional teams.
• Innovative thinking and continuous improvement mindset.
• Strong communication and stakeholder engagement skills.
• Ability to work effectively under pressure.