Customer Relationship Management

ZAIN
2198 - Customer Relationship Management About the Role

The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review and approval), acting as a 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.

• 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 the 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 stability and report risks accordingly.
• Perform all the above‑mentioned roles and responsibilities in compliance with the Information Security Management System (ISMS) policies and report any information or physical security breaches or incidents to the supervisor or manager immediately.
• Be aware of and adhere to all environmental requirements set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait.
• Zain abides by fulfilling occupational health and safety certificate requirements that establish and maintain an OH&S management system that eliminates hazards and minimizes OH&S risks (including system deficiencies), takes advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities.

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