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- Tasks: Support Salesforce users and manage CRM configurations across European hubs.
- Company: Percepta delivers exceptional customer experiences globally, fostering a culture of teamwork and respect.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and flexible remote work options.
- Why this job: Join a dynamic team, enhance your skills, and make a real impact in a global company.
- Qualifications: Fluent in Spanish and English; experience with CRM systems and strong analytical skills required.
- Other info: Flexible hours and travel opportunities across the UK and Europe.
The predicted salary is between 29700 - 41800 £ per year.
CRM Business Analyst – Spanish Bilingual
Percepta, Dunton, Essex, United Kingdom (Basildon area)
Overview
This bilingual role (Spanish and English) sits in the EU CRC Business Administration team. You’ll support users of Salesforce & GCCT across European CRC hubs and participate in the deployment of the Salesforce CRM system across 5 hubs in 2025, while supporting the existing CRM. The CRM Business Admin Analyst, working with client management, is responsible for post go-live support for all European hubs, and for implementing configuration updates to support operational changes across European contact centres in conjunction with the Pro Tech lead (IT).
Salary – Up to £37,260. Full-time (40 hours/week | Monday to Friday | 8.30am to 5.00pm | flexibility required for international meetings). Must be willing to travel regularly between UK and European sites (min once per month). No sponsorship available – applicants must have the right to work in the UK.
What You’ll Be Doing
- Provide support for users of the current CRM – GCCT
- Configure permissions for Salesforce users for each hub
- Perform users’ administration (the individual will have a European role and European permissions)
- Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations
- Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through Jira)
- Escalate systemic issues as appropriate to Pro Tech/our client’s management for resolution
- Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour
- Provide feedback to QA and Training to improve agent knowledge and system usage
- Perform UAT and smoke testing of new functionality or system changes
- Provide Operations and management with data extracts and analysis
- Act as a liaison between Operations and the Salesforce team to define changes to system requirements
- Work closely with the Learning and Development team to build training in new functionality or system changes
- Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application
- Support Salesforce AFR process and access to legacy CRM data on request
- Work hand in hand with counterpart to cover the needs of all hubs
Qualifications
- Fluent in written and verbal Spanish & English (Professional)
- Undergraduate University degree or relevant experience
- Salesforce accredited desirable
- Extensive (mid-level) experience as an administrator and data analyst across multiple CRM
- Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated
- Jira experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated
- Demonstrated knowledge and experience across multiple CRM
- Ability to articulate user needs and to communicate with developers as required
- Quick thinker and ability to take initiative
- IT literate (including IT ticketing system such as Rally or Jira)
- Knowledge of EU Contact Centre processes
- Good problem solving and analytical skills
- Organised and able to navigate through multiple requests across several communication channels (Teams, Slack, Webex etc.)
- Ability to work in a team environment as well as autonomously
- Good communication skills
Other
- Core Hours will be EU
- Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours
- Able to work remotely/hybrid
What You Can Expect
- 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
- Life Assurance 4 x annual salary
- Contributory pension scheme
- Private Medical Insurance
- Comprehensive travel insurance for you and family in line with Scheme rules
- Discounted dental scheme
- Discounts on brand new vehicles
- Employee Assistance Program (EAP)
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect a culture of service, teamwork, respect, proactive approach, career growth, diversity and competitive compensation.
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CRM Business Analyst - Spanish Bilingual employer: Percepta
Contact Detail:
Percepta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Business Analyst - Spanish Bilingual
✨Tip Number 1
Brush up on your Salesforce skills! Since this role involves supporting users of Salesforce, having a solid understanding of the platform will give you an edge. Consider taking a quick online course or reviewing tutorials to familiarise yourself with its features.
✨Tip Number 2
Network with current employees or professionals in similar roles. Reach out on LinkedIn to connect with CRM Business Analysts or Salesforce users. They can provide insights into the company culture and the specific challenges faced in the role.
✨Tip Number 3
Prepare for potential scenario-based questions during the interview. Think about how you would handle common issues that arise in CRM systems, especially in a multilingual environment. This will demonstrate your problem-solving skills and ability to think on your feet.
✨Tip Number 4
Familiarise yourself with Jira or other IT ticketing systems. Even if you haven't used Jira specifically, understanding how ticketing systems work will help you communicate effectively with the support team and manage user queries efficiently.
We think you need these skills to ace CRM Business Analyst - Spanish Bilingual
Some tips for your application 🫡
Highlight Bilingual Skills: Make sure to emphasise your fluency in both Spanish and English. Include specific examples of how you've used these language skills in previous roles, especially in a CRM context.
Showcase Relevant Experience: Detail your experience with CRM systems, particularly Salesforce if applicable. If you have worked with other CRM platforms, explain how that experience translates to the role you're applying for.
Demonstrate Analytical Skills: Provide examples of your analytical abilities, such as how you've used data to improve processes or support decision-making in past positions. This is crucial for a Business Analyst role.
Tailor Your CV and Cover Letter: Customise your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing to ensure your application stands out to hiring managers.
How to prepare for a job interview at Percepta
✨Brush Up on Your CRM Knowledge
Make sure you're familiar with Salesforce and other CRM systems. Be ready to discuss your experience and how you've used these tools in previous roles, as this will be crucial for the position.
✨Showcase Your Bilingual Skills
Since this role requires fluency in both Spanish and English, prepare to demonstrate your language skills during the interview. You might be asked to switch between languages or answer questions in both.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle user queries or incidents. Think of examples from your past experiences where you successfully resolved issues or improved processes.
✨Understand the Company Culture
Research Percepta's values and culture. Be prepared to discuss how your personal values align with theirs, as they place a strong emphasis on teamwork, respect, and proactive approaches.
