Data Management Center Specialist with English+Spanish+French

Job Description

Job description, responsibilities and duties

The DMC Specialist is responsible for assigned tasks related to the company’s CRM strategy, focusing on the delivery of a high quality service. Spends majority of time maintaining data in CRM web-based application and legacy systems, ensuring the highest possible level of data quality and accuracy; and performs daily work as assigned in appropriate time achieving the quality standards.

• Adheres to documented procedures and job specifics
• Attains to productivity target
• Is responsible for daily work assignment and completion tracking for the tasks dedicated to him/her; deals directly with Requestors on completion of the task
• Completes assigned work – in projected time & desired quality
• Reports all the work done, provides the projected date of completion or reason for delay
• Fully understands DMC tasks and responsibilities
• Reports issues and forwards cases out of his/her responsibilities to the appropriate person/team
• Logs all the changes made in CRM system by creating DataQuality Activities for every action taken
• Assumes additional responsibilities as and when required
• Complies with defined security, data privacy and confidentiality standards
• Adheres to corporate policy

BENEFITS:
• start up trainings
• annual performance bonus payment
• sick leave compensation 
• 3 extra vacation days
• laptop
• personal Diners Club card

Started in 2001 as IBM’s internal customer support center, we have worked on servicing customers in various CEE countries, and expanding to new territories and activities. As of May 2014, we are part of Concentrix Services Slovakia focusing on our Bratislava center growth (currently around 100 people) and enhancing our services offering. We operate as part of Concentrix’s global delivery centers and deliver unique service capabilities.

Personality requirements and skills

• Requires skills in computer, relevant software, and Internet usage
• Familiar with MS Windows, MS Office with a basic knowledge of MS Excel
• Expert understanding of CRM system and other work-related applications (upon training)
• In-depth knowledge of work-related processes and procedures (upon training)
• Develop analytical thinking
• Communicative English, proper language skills subject to DMC Specialist’s territory


Environment
• Requires skills in customer support and relevant procedures
• Displays working knowledge of CRM system
• Is aware that process activities need to be coordinated with other departments
• Ensures that the individual daily activities are fulfilled according to the timetable, procedures and business goals agreed with supervisor

Problem Solving
• Able to use standard tools required in an CRM function (eg spreadsheets, documents, e-mail, etc)
• Identifies routine job related problems and selects appropriate actions for resolution
• Keeps informed about progress of assigned tasks
• Uses time efficiently and hands work over to others in a timely and precise manner
• Makes suggestions to simplify, standardise and improve processes and procedures
• Ensures that client queries are followed up to resolution or are escalated

Communication/Negotiation
• Friendly and customer oriented in all contacts
• Keeps people informed and up to date about the work progress and shares all relevant information timely and precisely • Possesses medium written and oral English skills
• Seeks and exchanges information, familiarises with team member activities

Contribution/Leadership
• Processes timely and accurately routine requests and all related tasks within the established procedures
• Work is subject to general supervision by more experienced team members
• Contributes to good team work through clear communication and co-operation
• Performs multiple repetitive tasks and is able to follow and complete the administrative or CRM procedures in place

Impact on Business/Scope
• Accountable for individual results and for impact on team and interrelated activities
• Accuracy of work has significant and direct impact on customer satisfaction and department results

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