CRM Implementation Specialist at Harmony Garden and Estate Development Limited

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.

Required Skills & Qualifications

• Interested candidates should possess an HND / Bachelor`s Degree
• 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.