Contact Centre Salesforce Service Cloud Administrator

Our mission is to manage all the Contact Centres in charge of handling individual interactions with our guests worldwide. The Telecom & IT Team supports our operations to achieve this ambition by providing them all the efficient and innovative tools they need. One of our key focus is to improve our agent experience and efficiency through our Salesforce Service Cloud platform.

Roles and Responsibilities:

As a Contact Centre Salesforce Admin, you will be responsible for many things from requirements gathering, configuration, testing, training, and post deployment support.

Key roles and responsibilities include:

• Work with our contact centre operations team and end users to gather, understand, and define business requirements
• Work with the hotels and partners to design the service
• Promote innovation around self-service related business processes
• Develop user stories and process flows to support the design and development of Salesforce solutions for our clients
• Configure and manage Salesforce Service Cloud

Preferred Experience and Skills:

• Experience on Salesforce Service Cloud is mandatory, Certification is a plus.
• Knowledge on Marketing Cloud, Digital Engagement, Service Cloud Voice or Omnichannel
• Demonstrates flexibility and willingness to do what it takes to get the job done
• Drive and desire to learn and grow both technical and functional skill sets
• Willingness to work in an international environment

Profile:

3 - 5 years of related experience in a Customer Service environment

Bachelor's Degree or higher in Computer Science, Engineering, or related field; or equivalent experience - required.

Professional English is mandatory

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.