Contact Center Administrator Salesforce - Berlin, Deutschland - Enpal B.V.

Enpal B.V.

Geprüftes Unternehmen

Berlin, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Company Description

At Enpal, we are pursuing the dream of building the largest renewable community in Europe.

How do we make that happen? Enpal finally simplifies providing solar energy:

We rent out solar systems, electricity storage, and wall boxes at an all-inclusive rate, supplemented by a favorable green electricity tariff; all intelligently connected to form an integrated overall solution.

True to the motto "digital, decentralized, and 100% renewable", our heart beats both for the rapid development of a company and for combating the greatest challenge of our generation - climate change.

Our highly ambitious team around serial entrepreneur Mario Kohle is supported by experienced investors like Alexander Samwer (Picus Capital) and Lukasz Gadowski (Team Europe, Delivery Hero).

In addition, we were able to bring Princeville Climate Technology (advised and funded among others by Leonardo DiCaprio) and Peter Rive (SolarCity) on board.

As the first green unicorn in Germany, we see it as our duty to continuously drive forward our mission of green energy for all.

Be part of our success story and change the world by joining us

Job Description:

As a Contact Center Administrator working within the Salesforce Team you will be responsible for helping design, test, document, and implement approved changes and enhancement requests.

You will be exposed to all levels of Salesforce work in a developing and highly functional team (Administrators, Product Managers, Developers, QA, DevOps) with lots of opportunities to share and gain knowledge.

We are currently moving our Contact Center support and development into the Salesforce Team - so there is also some groundwork to be done with exposure to all central departments.

Besides the Contact Center related tasks you will help optimise customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success.

This position will serve as liaison with the IT department as needed.

Contact Center administration / CTI related tasks include:

Ownership of Contact Center and CTI related topics
Be a key partner for organisational change and development processes
Create, maintain and manage ring groups, outbound Ids, lists and campaigns
Support call flow monitoring and maximise the contact center agent assignment
Manage performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimise call handling processes
Functionally manage integration between Contact Center and Salesforce
Overall documentation related to CTI setup and onboarding
Automate onboardings and assignments
Whatsapp Business setup for global expansion

Salesforce administration (Customer Service) and platform tasks include:

Help streamline the Customer Service support processes and integration with other systems
Manage operational requests and troubleshoot issues, working with diverse user groups
Further development of Omni-Channel, Chatbot integration, Surveys

Qualifications:

Experience in a contact center environment, telephony, or unified communications related work experience (talkdesk is a plus)
Knowledge of integrating Contact Center platforms with CRM solutions such as Salesforce, Microsoft Teams, and other enterprise technologies is a plus
At least 1 year of previous experience as a Salesforce Administrator ideally in both Sales and Service Cloud (experienced with Salesforce Flows is a plus)
Excellent analytical, communication, organisational, and problemsolving skills coupled with a good work ethic
An effective communicator that works well in a collaborative team setting
Strong analytical skills and the ability to troubleshoot and solve technical problems
Passionate about helping others convert problems into solutions
At least B2 proficiency in German (we also provide courses)

Additional Information

We're offering

The chance to be part of a fastgrowing and futureoriented startup: we are one of the biggest players in the solar business.
Help to make the world a bit better: we are all about green energy.
Work with the best in the industry and grow with us: there's plenty of room for your ideas.
A hybrid work model, the ability to come to our Berlin office every now and then for in person discussions and events, or to be there all the time you decide.
At Enpal, we are proud of the diversity of our team. No decisions are made based on skin color, religion or religious belief, ethnic or national origin, nationality, gender identity, sexual orientation, disability, or age, either during recruitment or employment. We strongly encourage women, neurodivergent people, people of color, and LGBTQ(+) people to apply. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind_