Customer Relationship Management Zain

The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review and approval), acting as technical testing resource during applicable phases of the project lifecycle. Performing support functions for applications post-implementation (past go-live). Supporting and maintaining systems and applications under CRM to achieve Zain's goals of customer satisfaction and speed to market.

Responsibilities

• Review, analyze and approve the design and development of vendor modules and CRM applications, collaborate with the vendor on the development and documentation of technical requirements for solutions to develop design documents based on agreed upon requirements
• Handover and transfer knowledge of new applications/services to the operations team and inform Zain users of changes to applications to ensure the proper transfer of information and knowledge
• Act as the testing resource during applicable phases of the project lifecycle (unit and integration testing) and perform acceptance testing for the new services/projects, software releases, upgrades and expansions and report status according to implementation plan
• Perform maintenance and administration of in-house developed applications to ensure that there are no drops in performance
• Perform second Level front-end application support to investigate and efficiently resolve trouble tickets and customer complaints
• Participate in evaluating and providing feedback for commercial concept papers and technical requirements and oversee pre-production and production environments for all systems to ensure the stability of systems and escalate risks to the concerned areas
• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately
• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait
• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities

What We Need From You

• Ability to communicate, present and influence all levels of the organization
• Excellent verbal and written communications skills
• Proficiency in agile methodologies
• Knowledgeable in CRM systems
• CRM applications experience
• Knowledge of CRM support processes specific to the telecom industry
• Advanced Microsoft Office toolkit (Excel, pptx)
• Competency in SQL & Python is a plus