Schneider Electric CTI&bFO Specialist (437) in Moscow, Russia

Mission: Long-term Business solutions provision and daily support of Computer Telephony Integration (CTI) & CRM for Customer Care Centre to keep high level of end-user experience and related to it Customer Satisfaction level.

Run Support activities:__

  • Digital Tools (IP-telephony and CRM) regular maintenance and update;
  • Continuous improvement on Inbound Calls Routing;
  • Daily support to Global Supply Chain and Customer Care Center end-users as Sales-force key user;
  • Daily Support to end-users as CTI key user;
  • CRM Data Base Data Quality Continuous Improvement;
  • Internal procedures/processes linked to CTI&CRM; control and proposal for improvement
  • Corrective actions proposal in order to improve end-user Satisfaction Level and Customer Satisfaction Level;
  • Acting as Country Incident manager for CTI Solution
  • Coordination with other SE teams and 3rd party suppliers in case if their intervention is required to resolve incidents or problems;
  • Communication to team leader in case of critical incidents or Digital tools misoperation;
  • Regular Reports and analytics;

Training activities:__

  • Adaptation, development and delivering training materials for local champions and end users within digital solutions.
  • Performing monthly trainings on CRM& CTI tools for existing users and new joiners.

Project activities:

Leading the Customer Services Digital tools deployment projects acting as a SPOC for Global Team, project manager for local stakeholders and key-user for end-users

  • Higher Technical or IT education
  • Minimum 5 years of relevant experience gained within international company environment
  • Experience within customer support environment;
  • Knowledge of CRM and CTI system architecture;
  • Analytical capabilities
  • Fluency in English and Russian, both spoken and written, is required

Primary Location: RU-Moscow-Moscow

Schedule: Full-time

Unposting Date: Apr 29, 2018, 11:59:00 PM

Req ID: 0041AM