Technical Zendesk Operations Manager

1 month ago


Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

Company Overview


Black Pen Recruitment is a leading recruitment agency specializing in IT and technology placements.


We are currently working with a luxury retail company that is seeking an experienced Zendesk Administrator to join their team on a permanent basis. This is a fantastic opportunity for a skilled professional to take on a challenging role and make a real impact on the company's operations.


Salary


The estimated salary for this position is around R500,000 per annum, depending on experience. This is a full-time, permanent position based in Cape Town.


Job Description


The successful candidate will be responsible for managing and optimizing Zendesk routing to enhance customer experience and streamline contact routing. They will also liaise with the Zendesk account team and client technology team to deliver Service level requirements. Additionally, they will review MI to understand any issues and work with Zendesk for resolutions, administer the Zendesk platform, including workflows, automations, and reporting, collaborate with cross-functional teams to identify process improvement opportunities and implement solutions, monitor and analyse performance metrics to identify areas for optimization, provide improvement opportunities for workflow management, and drive continuous improvement across all areas of the client campaign.


Required Skills and Qualifications


To be successful in this role, you will need to have a minimum of 12 months experience working with workflow and CRM systems, particularly in setting up and managing communication channels (voice, SMS, chat). You will also need to be proficient in administering Zendesk or similar customer support platforms, and have a strong understanding of contact management processes. Additionally, you will need to have experience of bot implementation and management, retail experience, preferably with premium brands, knowledge of workflow and CRM platforms – primarily Zendesk, proficiency in Microsoft Applications (Excel, Word, PowerPoint), personal time management and ability to work on several tasks simultaneously, proactive and self-motivated, empathetic, strong communication and client engagement capability, ability to present to various stakeholders, and ability to work under pressure.


Benefits


This is a great opportunity for someone who wants to work with a cutting-edge technology platform and make a real difference in a fast-paced and dynamic environment. The successful candidate will receive a competitive salary, benefits package, and the opportunity to work with a talented team.



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