indeed
Customer Relationship Manager Support
logic utilities
Dubai, UAE
Mid
1 weeks ago
CRMCustomer ServiceZendeskSalesforceMicrosoft ExcelCommunication
Free
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CRMCustomer ServiceZendesk
About the Role
Logic Utilities is hiring a Support CRM Executive to manage customer interactions, maintain CRM records, and resolve enquiries efficiently. The role involves case management, customer support, and CRM administration.
Key Skills for This Role
CRMCustomer ServiceZendeskSalesforceMicrosoft ExcelCommunication
Responsibilities
- Manage customer enquiries received via CRM, email, telephone and digital channels
- Ensure every customer interaction is accurately recorded within the CRM system
- Maintain complete and up to date customer records
- Monitor customer cases from creation through to closure
- Provide timely updates to customers throughout the lifecycle of their request
- Escalate complex issues to the appropriate internal teams where required
Requirements
- Minimum 2 years' experience in customer service, CRM administration or customer support
- Experience using CRM or ticketing platforms such as Zendesk, Zoho CRM, Salesforce, Freshdesk or similar
- Excellent written and verbal English communication skills
- Strong organisational and time management skills
- High attention to detail
- Proficient in Microsoft Office, particularly Excel
Full Job Posting
The Role
- The Support CRM Executive is responsible for managing customer interactions, maintaining accurate customer records, and ensuring all enquiries are resolved efficiently through the company's CRM platform.
- The role acts as the link between customers and internal departments, ensuring requests are tracked, communicated and resolved within agreed service levels.
Key Responsibilities
- Manage customer enquiries received via CRM, email, telephone and digital channels.
- Ensure every customer interaction is accurately recorded within the CRM system.
- Maintain complete and up to date customer records.
- Monitor customer cases from creation through to closure.
- Provide timely updates to customers throughout the lifecycle of their request.
- Escalate complex issues to the appropriate internal teams where required.
- Log, categorise and prioritise customer requests.
- Monitor ticket queues to ensure SLA compliance.
- Follow up outstanding cases until full resolution.
- Identify recurring issues and recommend process improvements.
- Respond professionally to customer enquiries relating to billing, accounts, portal access, etc.
- Liaise with Billing, Operations, Metering, Finance and Technical teams to resolve customer issues.
Required Skills & Experience
- Minimum 2 years' experience in customer service, CRM administration or customer support.
- Experience using CRM or ticketing platforms such as Zendesk, Zoho CRM, Salesforce, Freshdesk or similar.
- Excellent written and verbal English communication skills.
- Strong organisational and time management skills.
- High attention to detail.
- Ability to manage multiple priorities simultaneously.
- Strong problem solving skills.
- Proficient in Microsoft Office, particularly Excel.
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