Senior CRM Operations Specialist

2 weeks ago


Bengaluru, Karnataka, India CoinDCX Full time
Job Description

At CoinDCX, we're seeking an experienced Senior CRM Operations Specialist to join our team. As a key member of our customer service unit, you will play a vital role in ensuring seamless interactions between our users and the chatbot system.

Responsibilities:
  • Design and implement node-wise chatbot flows to deliver exceptional user experiences.
  • Build and manage SOS alert systems and metric reporting dashboards to track customer and agent performance.
  • Optimize workflow assignment logic, rules configurations, and disposition setups to enhance agent efficiency.
  • Identify and resolve bugs, collaborating closely with the support team for continuous feedback and improvement.
  • Monitor key performance metrics, proposing solutions to enhance agent productivity.
Requirements:
  • Strong understanding of chatbot creation, metrics reporting, and CRM workflow management.
  • Proven ability to identify issues and proactively implement solutions.
  • Experience in collaborating with cross-functional teams for system optimization.
  • Excellent problem-solving skills and attention to detail.
  • Ability to work independently and as part of a team.
  • Ability to work effectively under tight deadlines and juggle multiple assignments simultaneously.
Benefits

We offer a competitive salary range of $120,000 - $180,000 per annum, commensurate with experience. Additionally, you'll enjoy a dynamic and inclusive work environment that fosters growth and learning opportunities.



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