Job Description

Main Tasks

1. CRM System Expert Support: Act as the primary point of contact for CRM system consulting, support-ing back-office teams and technicians by providing professional guidance on system functionalities, applications, and industry best practices.

2. Business & Requirement Management: Master end-to-end business processes; analyze and validate CRM-related business requirements, propose technical solution recommendations to team members, clearly define requirements and precaution of potential risks.

3. Incident Resolution & Tracking: Proactively identify and escalate system issues, ensuring timely follow up and effecient resolution.

4. System Testing & Compliance: Conduct comprehensive testing for all system changes and updates, strictly adhering to the global testing protocol.

5. Requirement Collection & Optimization: Gather requirements and feedback from management and end-users; develop innovative solutions to enhance system efficiency and usability.

6. Training Support & Delivery: Provide and facilitate targeted training sessions for new service colleagues across diverse topics.

7. Training Material Development: Compile training manuals and e-learning content aligned with busi-ness process standards and system operation requirements.

8. Data Management & Analysis: Oversee and monitor CRM data quality; use CRM data for statistical analysis, and provide data-driven insights to support business decisions.

9. Compliance & Team Collaboration: Adhere to company policies and regulations; assist the team in achieving organizational performance targets.

10. Other Responsibilities: Perform other duties and responsibilities as assigned.

Requirements

Education ：Bachelor degree, major in IT and software is an advantage

Experience

1. Able to do multitask and work independently.

2. Ability to develop strong relationships and work with senior level executives.

3. Good interpersonal, communication skills and initiative.

4. Related implementation experience in enterprise CRM system management (Eg.SAP CRM, Salesforce…), leading small / medium-sized optimization projects independently is highly preferred.

5. Have experience in gathering requirements from cross-functional teams, translating business needs into technical im-plementation plans,and driving the digitalization and optimization of customer service or related process.

Other skills

1. Strong computer skills, especially Microsoft Office (Word, Excel, PowerPoint)

2. Strong capabilities in time management, organization, and effective presentation

3. Self-motivated, good team player, good negotiation and communication skills

4. Problem solving, hard working, proactive and able to work under pressure

5. Analytical capability

6. Commitment for the quality and on-time delivery of assigned tasks

7. Flexible and adaptable, able to adapt to new situations and continuously learn

8. Good command of written and spoken English

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Your ZEISS Recruiting Team