Salesforce Lead

The Salesforce Lead is responsible for the customer care Salesforce Service Cloud, RingDNA, LiveChat and any other Customer Care Systems introduced in future operations. The role will be in charge of constantly improving these systems, and will troubleshoot and work with end-users to ensure that the applications meet their needs and respond to changes in operations. The role will also oversee the system policies and/or procedures so that the customer care team can deliver a world-class customer experience, delighting our customers, clients, and business partners at every touchpoint. This role will also have oversight of the Workforce Management and Reporting Team and support their deliverables for the Customer Care team.

Policy & Procedures

• Daily administration and support of the Salesforce Service Cloud environment and database including but not limited to system configuration, managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations. This will also apply to the RingDNA, LiveChat and other systems used by team.
• Perform ongoing system administration including testing and deployment of updates, maintaining user roles, monitoring application storage, security settings, profiles, sharing rules, workflow rules, triggers, and data integrity for Salesforce, as well as RingDNA, LiveChat and other systems used by Customer Care.
• Collate, analyse and produce customised reports and dashboards as required in consultation with business teams.
• Troubleshoot identified Salesforce / RingDNA / LiveChat & other system issues and work with external vendors (if required) to resolve them.
• Install and configure 3rd party platforms.
• Raise support tickets with Salesforce / RingDNA / LiveChat and other systems (as appropriate) and manage through to resolution as required.
• Develop and maintain documentation on processes, policies and configuration.
• Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing.
• Evaluate new releases of Salesforce / RingDNA / LiveChat to determine functional requirements and provide detailed information on how changes will apply to all affected departments/users.
• Maintain data integrity by doing regular checks and reviews of the data in the system.
• Be the Salesforce / RingDNA / Live Chat subject matter expert (SME) providing support for internal staff queries and escalations.
• Work as a key part of the Customer Care Operations team, actively participate in prioritising and tracking system improvements via monthly sprints.
• Exhibit a strong understanding of the Salesforce / RingDNA / LiveChat platforms etc., with the ability to build custom fields, workflows, custom views, and other content of intermediate complexity.
• Stakeholder for Service Cloud - Salesforce Administrator
• Test and deploy all changes to Salesforce, Central, RingDNA, LiveChat.
• Ad-hoc project work in collaboration with the Customer Care Operations Manager

 

Reporting

• Report daily to the Customer Care Senior Team Leader on previous days statistics, issues and any major team concerns
• Provide high-level data comparison to improve KPI’s and productivity
• Support reporting requirements from Salesforce, Central, RingDNA, LiveChat and other systems (as appropriate)

 

Team Management

• Lead the Workforce Management and Reporting teams
• Provide guidance to the team where required
• Manage and implement a high level of quality control amongst the team
• Manage and implement a consistently high level of productivity across the team

 

SALESFORCE LEAD

• Ensure processes are in place to de-risk this function within Customer Care
• Contribute to the continuous motivation of the Customer Care team to ensure optimum performance

 

Training & Development

• Ensure continuous development and training of the Workforce Management and Reporting team members

• Minimum 3 years relevant work experience within the Salesforce ecosystem
• Certification in Salesforce Admin ADM201 or ADM211 is preferred
• Ability to work in a Dev environment and exposure in SCRUM/AGILE methodologies are required
• Exceptional attention to detail
• Team Management
• High written and oral English communication skills
• High level of understanding of current process and procedures within Customer Care
• High level of time management and organisational skills
• High critical thinking
• High analytical & problem-solving skills
• High attention to detail
• High adaptability
• High technology skills (Minimum Microsoft Suite: Excel & Access)
• Previous experience in an online eCommerce business is highly preferred

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.