VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
We have an exciting opportunity to join our Customer Engagement team, we are currently looking for a Operations Specialist to join the team.
The Operations Specialist works closely with the Operations Manager - Customer Engagement to develop and implement solutions that enhance the quality and efficiency of CRM operations. This role is focused on enabling the CRM function through the development and maintenance of a centralized Knowledge Base, technical documentation, and SOPs that support the team in delivering operationally efficient campaigns across global markets.
Responsibilities
* Execute optimisations of CRM tools and platforms in line with the wider Customer Engagement strategy to ensure they are continually fit to service the changing needs of the Customer Engagement team, including but not limited to rebuilding queues/views and updates to contact automations.
* Provide support with escalations from the customer facing teams.
* Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model.
* Build and maintain the CRM team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times for all platform configurations and operational procedures, ensuring clarity and consistency across the team.
* Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes.
* Collaborate with the CRM staff and Operations Manager - Customer Engagement to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out.
Qualifications
* Minimum of 3 years of experience in an operations role supporting an online customer service organisation.
* Expert knowledge of marketing technologies, tools and CRM Platforms.
* 2+ years demonstrated success in handling operational needs at large-scale customer service operations.
* Demonstrated experience in mentorship, coaching or/and development.
* Salesforce or comparable CRM experience.
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