CoinDCX - Specialist - CRM (1-3 yrs)

- 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 several assignments simultaneously.

You will be mining through these tasks:

- Design and implement node-wise chatbot flows, ensuring seamless user interactions.

- Build and manage SOS alert systems and metric reporting dashboards to track customer and agent performance.

- Understand and optimize workflow assignment logic, rules configurations, and disposition setups.

- Proactively identify and resolve bugs, collaborating closely with the CoinDCX support team for continuous feedback and improvement.

- Monitor key performance metrics, proposing and implementing solutions to enhance agent efficiency.

- Automate repetitive tasks and streamline processes through Sprinklr's capabilities.

- Coordinate with the CX product team on new releases and ensure seamless integration with the CRM system.

- Analyze CRM tool effectiveness and provide insights to leverage its full potential.

- Ensure the chatbot and CRM tools are optimized to deliver the best possible user experience.

- Identify platform gaps and optimization opportunities; design and configure the appropriate solution.

- Excellent written and verbal communication skills