Role Description The Zoho CRM & Analytics Specialist serves as the organization's internal expert for the Zoho ecosystem, responsible for maximizing the value of Zoho One and its integrated applications. This role combines CRM administration, business intelligence, process automation, reporting architecture, and systems optimization to ensure leadership has accurate, timely, and actionable data to drive business decisions. The specialist will partner closely with Operations, Sales, Finance, Customer Service, IT, and Executive Leadership to: - Design scalable reporting solutions - Optimize business processes - Improve data quality - Develop automation across Zoho CRM, FSM, Billing, Analytics, and other Zoho applications Rather than simply producing reports, this role is expected to become the organization's trusted advisor on how to best leverage the Zoho platform to improve operational efficiency and business visibility. Qualifications - 3+ years of experience administering Zoho CRM and/or Zoho One - B2 English level - Strong experience with Zoho Analytics - Experience building executive dashboards and operational reports - Hands-on experience with Zoho Deluge scripting - Experience configuring workflows, automation, and custom functions - Strong understanding of CRM data structures and relational databases - Advanced analytical and problem-solving skills - Excellent communication skills with the ability to explain technical concepts to non-technical audiences - Advanced Excel or Google Sheets skills Requirements - Experience with Zoho FSM - Experience with Zoho Billing or Zoho Books - Experience integrating Zoho with third-party applications using APIs - SQL knowledge - Experience with Power BI, Tableau, or similar BI platforms - Familiarity with ETL concepts and data warehousing - Experience supporting field service or home service organizations - Bachelor's degree in Information Systems, Computer Science, Business Analytics, Engineering, or a related field Benefits - Competitive salary - Paid time off and holidays - Opportunity to lead the organization's Zoho strategy - Exposure to executive leadership - High-impact role with significant influence on business operations - Professional development and certification opportunities

• Respond to inbound customer inquiries via phone, email, and chat with professionalism, empathy, and efficiency. • Resolve issues related to accounts, transactions, digital banking, card services, and general product questions. • Identify and escalate potential fraud, security, or compliance issues in accordance with training and policy. • Deliver accurate, clear, and client-friendly information in a manner that reflects Bankwell’s tone and values. • Navigate multiple systems to document interactions and research customer issues in real-time. • Maintain up-to-date knowledge of bank products, services, procedures, and regulatory requirements. • Meet or exceed performance metrics for quality, response time, customer satisfaction, and compliance. • Contribute to a culture of continuous improvement by providing feedback on tools, workflows, and processes. Contribute to our team’s ongoing development by updating, improving, and maintaining our Knowledge Base, New Hire training program docs, AI powered service tools, contact reporting, etc.

• Operativer Kundenservice: Du bearbeitest Kundenanfragen zu unseren erstklassigen Cookware-Produkten, insbesondere unseren Gusseisenpfannen, per E-Mail und gelegentlich auch am Telefon (Inbound). • Die Anfragen drehen sich um die Nutzung unserer Produkte, um Liefer- und Retourenprozesse sowie um schriftliche Kauf- und Nachkaufberatung. • Prozessentwicklung: Gemeinsam mit dem Team entwickelst du unsere Serviceprozesse langfristig weiter, um die Kundenzufriedenheit nachhaltig zu steigern. • Du optimierst Vorlagen, erstellst FAQs oder unterstützt in der Automatisierung durch KI-Tools.

Role Description We are seeking a Customer Support & Client Relations Specialist who enjoys helping people, building relationships, and providing exceptional service. This position is ideal for someone who is dependable, professional, and enjoys meaningful conversations with customers while contributing to a positive team environment. - Assist customers by phone, email, and text with questions and service needs. - Provide knowledgeable, friendly support and guidance. - Listen to customer needs and recommend appropriate solutions. - Help resolve concerns while ensuring a positive customer experience. - Maintain customer records and follow up on requests. - Work with a team to support customer satisfaction and business goals. Qualifications - Strong communication and interpersonal skills. - A professional, reliable, and customer-focused approach. - Patience, attention to detail, and the ability to build rapport with others. - Comfortable using computers, email, and basic workplace technology. - Previous experience in customer service, administration, sales, retail, hospitality, or other people-focused roles is an asset. - A willingness to learn new systems and processes. Requirements - Be legally authorized to work in Canada. - Currently reside in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, or Newfoundland and Labrador. Benefits - Comprehensive training and ongoing support provided. - Flexible scheduling options. - A welcoming workplace that values experience and professionalism. - Opportunities to continue developing skills and building a rewarding career. - Performance-based incentives and growth opportunities.