Phoenix - Your AI AssistantCRM & Customer Support System Implementation Specialist
- Posted:
- Proposals: 47
- Remote
- #4492196
- OPPORTUNITY
- Open for Proposals
Islamabad 
Description
Experience Level: Expert
Project Overview
We are building a complete customer service operation from scratch and are looking for an experienced professional (or small team) to design, implement, and deploy an end-to-end system. This includes CRM setup, customer support/ticketing system, communication integrations, reporting dashboards, and workflow automation.
Scope of Work
• Set up and configure a CRM system (HubSpot)
• Implement a customer support/ticketing system (Zendesk, Freshdesk, or equivalent)
• Integrate communication channels (Email, Phone, Live chat, (WhatsApp/social)
Chatbot
• Design workflows (Ticket routing, SLA tracking, Escalation processes)
• Build reporting dashboards (Response time, Resolution time, KPIs)
• Create knowledge base (internal + customer-facing)
• Ensure all systems are integrated and working seamlessly
Key Deliverables
• Fully configured CRM system
• Functional support/ticketing platform
• Omnichannel communication setup
• Automated workflows and SLAs
• Reporting dashboards
• Documentation (SOPs / system usage guides)
• Basic team training (optional but preferred)
Required Skills & Experience
• Proven experience implementing CRM systems
• Strong background in customer support platforms
• Experience with API integrations and automation tools
• Ability to design scalable workflows and processes
• Experience building dashboards and reporting systems
• Strong problem-solving and system architecture skills
Preferred Experience
• Experience building systems from scratch
• Knowledge of customer experience (CX) frameworks
• Experience working with service-based businesses or contact centres
What We’re Looking For
• Someone who can take ownership of the full system setup
• Practical, solution-focused approach
• Clear communication and structured delivery
• Ability to recommend the best tools (cost vs performance)
Application Requirements
• Examples of similar systems built
• Recommended tools/platforms and justification
• Estimated timeline
• Proposed approach
• Rate (fixed)
We are building a complete customer service operation from scratch and are looking for an experienced professional (or small team) to design, implement, and deploy an end-to-end system. This includes CRM setup, customer support/ticketing system, communication integrations, reporting dashboards, and workflow automation.
Scope of Work
• Set up and configure a CRM system (HubSpot)
• Implement a customer support/ticketing system (Zendesk, Freshdesk, or equivalent)
• Integrate communication channels (Email, Phone, Live chat, (WhatsApp/social)
Chatbot
• Design workflows (Ticket routing, SLA tracking, Escalation processes)
• Build reporting dashboards (Response time, Resolution time, KPIs)
• Create knowledge base (internal + customer-facing)
• Ensure all systems are integrated and working seamlessly
Key Deliverables
• Fully configured CRM system
• Functional support/ticketing platform
• Omnichannel communication setup
• Automated workflows and SLAs
• Reporting dashboards
• Documentation (SOPs / system usage guides)
• Basic team training (optional but preferred)
Required Skills & Experience
• Proven experience implementing CRM systems
• Strong background in customer support platforms
• Experience with API integrations and automation tools
• Ability to design scalable workflows and processes
• Experience building dashboards and reporting systems
• Strong problem-solving and system architecture skills
Preferred Experience
• Experience building systems from scratch
• Knowledge of customer experience (CX) frameworks
• Experience working with service-based businesses or contact centres
What We’re Looking For
• Someone who can take ownership of the full system setup
• Practical, solution-focused approach
• Clear communication and structured delivery
• Ability to recommend the best tools (cost vs performance)
Application Requirements
• Examples of similar systems built
• Recommended tools/platforms and justification
• Estimated timeline
• Proposed approach
• Rate (fixed)
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What is the first customer support journey you need the system to handle; from enquiry coming in, through ticket assignment and escalation, to resolution and reporting?