• Application Deadline:
• Position: CRM Implementation Specialist



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Customer Care 
  
  

Role Overview

• We are seeking a highly organized, technically inclined CRM Implementation Specialist to assist with the setup, customization, and optimization of our CRM and support systems.


• This role is responsible for the end-to-end implementation of platforms, including Freshsales, Freshdesk, and Freshservice, ensuring they are fully aligned with business processes and operational goals.

Key Responsibilities

• Assist with the full-cycle implementation of Freshsales, Freshdesk, and Freshservice


• Configure pipelines, ticketing systems, service workflows, and automation


• Customize fields, modules, and system structure to fit business needs


• Design and implement automation across sales and support processes


• Build workflows for: Assist management, Deal progression,Ticket routing and escalation


• Integrate communication channels (WhatsApp, email, SMS, where applicable)


• Ensure smooth day-to-day operation of all systems


• Monitor data accuracy, system usage, and performance


• Continuously optimize processes for efficiency and scalability


• Support integrations with third-party tools (e.g., telephony, WhatsApp API, forms)


• Work with APIs/webhooks where necessary


• Coordinate with developers for advanced customizations


• Test all configurations before deployment


• Identify and resolve bugs or workflow gaps


• Ensure all systems meet expected functional requirements


• Document system configurations and processes


• Train internal teams on how to use the systems effectively


• Provide ongoing support and troubleshooting

Qualifications

• Interested candidates should possess a Bachelor's Degree or HND with 3 years experience.

Required Skills & Qualifications:

• Proven experience implementing CRM or helpdesk systems


• Strong working knowledge of:
  
  
  
  • CRM pipelines and automation
  
  
  • Ticketing systems and SLAs. Pipeline. HubSpot. Salesforce. Zendesk. Zoho. Freshworks, Freshsales, Freshservice.
  
  
  
  


• Familiarity with the Freshworks ecosystem (preferred)


• Strong analytical and problem-solving skills


• Excellent communication and documentation ability

Technical Skills (Preferred):

• Experience with:
  
  
  
  • APIs and webhooks
  
  
  • Workflow automation tools
  
  
  
  


• Data structuring and reporting


• Basic understanding of:
  
  
  
  • System integrations
  
  
  • SaaS platforms