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Customer Service Specialist
Dentsply Sirona. Serve as the focal point for the governance and monitoring of Salesforce-related requests, ensuring support for business users and proper platform usage.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Salesforce and WhatsApp Business for effective governance and monitoring of customer relationship management. Proficient in data analysis, requirement gathering, and project management methodologies to support strategic decision-making and enhance business solutions.
Highest-signal resume keywords
Salesforce ExperienceWhatsApp Business ProficiencyJira Request ManagementAgile Methodologies (Scrum, Kanban)Data Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Relationship ManagementData AnalysisRequirement GatheringProject ManagementFunctional Requirements Translation
Soft Skills
CommunicationCollaborationProblem-Solving
Tools & Technologies
SalesforceWhatsApp BusinessJiraAgile Tools
Industry Keywords
Voice-of-the-CustomerGovernanceBusiness AdministrationInformation TechnologyEngineering
About the role
Key responsibilities & impact- Serve as the focal point for the governance and monitoring of Salesforce-related requests, ensuring support for business users and proper platform usage.
- Monitor inbound and outbound communications through WhatsApp Business, overseeing solution performance with the Customer Success team and external partners.
- Support the management of the voice-of-the-customer (VOC) survey platform by monitoring metrics, analyses, and the prioritization of needs.
- Lead initiative follow-up meetings, monitoring status, deadlines, dependencies, risks, and next steps.
- Gather and map business needs and data, translating them into functional requirements.
- Support the refinement of requests from business areas, ensuring clarity, quality, and appropriate scope definition.
- Ensure data, profile, and access governance for the platforms under responsibility.
- Support administrative processes related to vendor, contract, and tool management.
- Act as an interface between business areas, Technology, global teams, and external partners, contributing to priority alignment and solution enhancement.
- Support data analysis and strategic decision-making with the Customer Services team.
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Information Technology, Information Systems, Computer Science, or a related field.
- Hands-on experience with customer relationship management systems, particularly Salesforce and WhatsApp Business, including advanced navigation and an understanding of the solutions’ functional impacts.
- Experience using Jira for request management, tracking, and governance.
- Experience with agile methodologies such as Scrum and Kanban, including participation in follow-up, refinement, and request-prioritization ceremonies.
- Knowledge of project management tools and practices.
- Ability to gather requirements, analyze data, and act as an interface between business and Technology teams.
- Advanced English, given frequent interaction with global teams.
- Eligibility to work in Brazil.