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For Companies At a Glance
- Tasks: Support Salesforce users and enhance CRM systems across European hubs.
- Company: Percepta delivers exceptional customer experiences globally with a strong team culture.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and flexible working options.
- Why this job: Join a diverse team focused on growth, collaboration, and making a real impact.
- Qualifications: Fluent in Spanish and English; experience with CRM systems preferred.
- Other info: Remote/hybrid work available; must be willing to travel within Europe.
The predicted salary is between 30000 - 42000 £ per year.
EXTERNAL ADVERT WORDING
CRM Business Admin Analyst – Spanish Bilingual
Dunton, Essex
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.
At Percepta, we bring first-class service across each market we support. As Spanish Bilingual – CRM Business Admin Analyst at Dunton, Essex, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
We are looking for a flexible, proactive, reliable and collaborative CRM Business Admin Analyst to become an integral part of the EU CRC Business Administration team, supporting users of Salesforce & GCCT across European CRC hubs.
What You’ll Be Doing:
This role is bilingual in Spanish and English. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025, whilst supporting the existing CRM. The CRM Business Admin Analyst, working with our client’s management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT).
During a Typical Day, You’ll:
- 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 & 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
What You Bring to the Role:
- 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 themeveryday. As a Percepta team member, you can expect:
Culture of Service– to be treated like you are the customer from day one
Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect– a team that is accountable, dependable and gives you their full attention
Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
CareerGrowth – lots of learning opportunities for aspiring minds
Diversity– be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
#LI-Hybrid
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CRM Business Analyst - Spanish Bilingual employer: TeleTech Holdings, Inc.
Contact Detail:
TeleTech Holdings, Inc. 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 people who work at Percepta or in CRM roles. They can provide insights into the company culture and the specific challenges faced in the position.
✨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 bilingual context. This will demonstrate your problem-solving skills and ability to think on your feet.
✨Tip Number 4
Familiarise yourself with the EU Contact Centre processes. Understanding these processes will not only help you in the role but also show your commitment to the position during interviews. Research best practices and current trends in the industry.
We think you need these skills to ace CRM Business Analyst - Spanish Bilingual
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your bilingual skills in Spanish and English, as well as your experience with CRM systems. Emphasise any relevant Salesforce experience or similar CRM tools you've used.
Craft a Compelling Cover Letter: In your cover letter, explain why you're interested in the CRM Business Analyst role at Percepta. Mention specific experiences that demonstrate your problem-solving skills and ability to work collaboratively in a team environment.
Showcase Relevant Experience: When detailing your work history, focus on roles where you have provided support for CRM systems or performed data analysis. Use metrics to quantify your achievements, such as improvements in user satisfaction or efficiency.
Highlight Flexibility and Initiative: Since the role requires flexibility for international meetings and travel, mention any previous experiences where you successfully adapted to changing schedules or took the initiative in your work.
How to prepare for a job interview at TeleTech Holdings, Inc.
✨Brush Up on Your CRM Knowledge
Make sure you have a solid understanding of CRM systems, especially Salesforce. Familiarise yourself with its functionalities and be ready to discuss how you've used similar systems in the past.
✨Showcase Your Bilingual Skills
Since this role requires fluency in both Spanish and English, be prepared 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 real-world scenarios. Think of examples from your previous experience where you successfully resolved issues or improved processes.
✨Highlight Your Teamwork Experience
This role involves collaboration with various teams. Be ready to share examples of how you've worked effectively in a team environment, particularly in cross-functional settings, and how you communicate with different stakeholders.
