CRM Administrator

2 days ago


Cape Town, South Africa RSAWEB Full time

Established in 2001, RSAWEB is a fast-growing and highly innovative Internet Service Provider. We specialise in Cloud infrastructure, Enterprise Connectivity, Mobile Data Management, Fibre To The Home and Fibre To The Business. Our focus is on helping customers succeed online by leveraging technology to increase revenue, manage risk and contain costs.

Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

We are looking for a CRM Specialist who will be responsible for the design, implementation, and support of the CRM strategy. Someone who is not scared to get stuck in, get innovative all whilst being super-attentive to detail. The specialist will also be responsible for managing, analysing, and interpreting data to provide insight and support strategic business decisions.
The main area of focus however is to support and make best-practices recommendations to all teams which use the CRM solution. Additionally, in this role, one would need to collaborate with business areas to gather and document new and existing requirements while providing recommendations and suggestions for solutions.
CRM specialists should be skilled in interpreting business requirements into efficient automated processes. You must be able to offer ideas and insights as a means of enhancing our user experience to deliver our client's world-class service.
This role will also support and assist with end-user training and coordinate the implementation of these services for the business.

**Job Duties**:

- Assist in delivering CRM strategies across the organization.
- Providing support to internal customers by answering questions and resolving problems
- Troubleshoot software or user errors that inhibit the efficiency of the interaction between people and technology
- Maintaining and updating data in the CRM system to ensure accurate records of customer information
- Organise and update customer databases that contain information such as contact details, purchase history, and preferences.
- Identifying opportunities for improving customer satisfaction through continuously reviewing existing processes and consultation with the various departments.
- Developing reports that track customer activity over time to identify trends in behaviour or needs that may indicate opportunities for improvement.
- Able to define and Interpret business requirements into efficient customer and user processes
- Compile and deliver training on updated or new processes and procedures
- Create and update all supporting documentation for new and updated processes
- Create process flowcharts and documentation
- Demonstrated ability to convey a sense of urgency, openness to new ideas, inclusion and diversity, integrity, customer focus, and respect.
- Identification and execution of new and updated Processes as they become apparent

**Requirements**:

- Proven track record as a CRM specialist, administrator
- Technical expertise with CRM and analytical systems
- Bachelor’s degree in computer science, information technology or equivalent work experience with a proven track record.
- Organizational skills that will help to juggle competing demands between the sales department, project delivery team, customers service team, and management
- Fanatical attention to detail
- Strong communication skills
- Super analytical and passionate solution finder
- Sound knowledge of Middleware and APIs
- Agile project management experience

**The perks**:

- Company contribution to Medical Aid
- Retirement Annuity contribution
- Discounted Internet Connectivity
- Free Barista prepared coffee, breakfasts and snacks.
- Employee Wellness Programme (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
- Exposure to latest industry technologies and standards
- Lastly, a work environment that rivals the very best

**Education**:

- Bachelors (preferred)

**Experience**:

- CRM Administrator: 3 years (preferred)
- Requirements Gathering: 1 year (preferred)
- Building workflows: 2 years (preferred)
- Middleware: 1 year (preferred)
- API's: 1 year (preferred)
- Agile Project Management: 1 year (preferred)



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