Salesforce Operation & Rollout Lead
Continental
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Collaborate with other team(s) to develop and implement service strategies to increase customer satisfaction and enhance customer experience, while meeting service objectives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements to drive continuous improvement.
- Manage external and internal consultants to foster a high-performance and customer-centric culture during incident support, while ensuring consistent and efficient service delivery.
- Ensure timely and accurate completion of service requests/work orders (incl. proper/accurate documentation).
- Monitor service metrics such as response time and resolution rate, and analyzing customer feedback to identify areas for improvement and implement corrective actions.
- Prepare and present regular reports to senior management and stakeholders on service performance, key metrics and improvement initiatives.
- Lead and/or facilitate meetings where required
- Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
- Stay updated on industry trends and best practices and continuously seek opportunities to enhance knowledge and skills.
- Plan, manage, and maintain the project plan for IT rollout activities.
- Collaborate with Global Rollout Lead to develop and implement rollout strategies.
- Oversee the IT activities such as integration and migration activities, localization deployment, etc, together with Rollout Team.
- Lead and/or facilitate meetings where required
- Manage post-implementation support (hypercare) and maintenance after each market rollout.
- Assist Implementation Lead to coordinate and facilitate PI Planning activities (resource and capacity planning, product backlog planning, and sprint planning)
- A degree in Information Technology, Computer Science, or a related field that provides a solid foundation for understanding.
- Minimum 5 years of CRM experience with a focus on Sales, Service and Marketing domains.
- Proven project management experience.
- Skilled in managing the project with Agile or SAFe Agile Methodology.
- Capable of handling multiple priorities in a fast-paced setting.
- Excellent leadership and communication abilities.
- SAP CRM and/or Salesforce knowledge will be an added advantage.
- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with people of all levels.
- Proficient in both verbal and written English. Mandarin not mandatory but added advantage.
- Performance bonus
- Casual leave with pay (e.g. paternity leave, marriage of your children)
- Employee discounts on tire purchase
- Life Insurance
- Medical coverage for your spouse and children, incl. general, optical and dental health.
- Interest free car loan and housing loan interest subsidy