Operations Assistant - Customer Relationship Management
Customer Service / Public Relations / Call Center
About the Employer
Sri LankaJob Description
Operations Assistant - Customer Relationship Management
CDB believes in elevating the lives of all Sri Lankans. Our focus is to employ and engage individuals who aspire to grow their careers within a renowned financial entity, working with a dynamic team of industry professionals who are dedicated to raising the bar and setting benchmarks in Sri Lanka's financial industry.
We seek a results-oriented dynamic individual with a high degree of motivation, excellent communication skills and ability to work independently. The ideal candidate must be a qualified and talented individual with a can-do attitude.
Job Description
- Support the implementation and rollout of the full-fledged CRM system, including data updates, testing, and coordination with relevant teams.
- Assist in mapping and updating customer journeys across key touchpoints to ensure accuracy and completeness.
- Track and update lead-to-sale conversion progress for cross-selling and retention campaigns across main product categories.
- Coordinate and ensure the timely delivery of all customer communications (SMS, emails, alerts, and notices) with accuracy and proper record-keeping.
- Collect and compile data to support the monitoring and reporting of CRM performance metrics such as customer satisfaction, retention, and engagement.
- Ensure data quality, accuracy, and confidentiality within the CRM database in line with governance standards.
- Provide operational and administrative support for CRM campaigns, customer engagement activities, and process improvement initiatives.
- Work closely with internal teams to identify system or service improvements that enhance the overall customer experience.
Qualifications & Experience
- 1 - 2 years' experience within the Banking & financial services sector.
- Excellent communication skills, interpersonal and leadership skills.
- Basic knowledge of CRM concepts, data management, and customer lifecycle processes.
- Familiarity with CRM platforms will be an added advantage.
- Understanding of data analytics, customer segmentation, and reporting tools (Excel, Power BI, etc.).
- Ability to work with IT teams and understand system functionalities, workflows, and integrations.
- Awareness of digital communication channels and automation tools used in customer relationship management.
Rewards and remuneration commensurate with qualifications, competencies and abilities, with a well-defined career path awaits those with ambition, motivation and a willingness to perform.
Please e-mail your CV together with contact details of two non-related referees indicating the position applied for in the Subject line of the e-mail to [email protected].
www.cdb.lk | Citizens Development Business Finance PLC | HOTLINE 0117 388 388
