Zendesk Customer Support Operations Specialist

3 weeks ago


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

Job Overview

We are seeking an experienced Zendesk Support Administrator to manage and optimize our client's Zendesk platform. The ideal candidate will have a strong background in workflow and CRM systems, particularly in setting up and managing communication channels.

Key Responsibilities

  • Manage and optimize Zendesk routing to enhance customer experience and streamline contact routing.
  • Liaise with the Zendesk account team and client technology team to deliver Service level requirements.
  • Review MI to understand any issues and work with Zendesk for resolutions.
  • Administer 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.

Requirements

  • Matric (completed)
  • Bachelor's degree/ Diploma in computer science, Information Technology, or a related field.
  • Minimum of 12 months experience working with workflow and CRM systems particularly in setting up and managing communication channels (voice, SMS, chat).
  • Proficiency in administering Zendesk or similar customer support platforms.
  • Minimum of 12 months international call centre experience is preferred.
  • Familiarity with Zendesk systems and best practices for contact routing and automation.
  • Experience of bot implementation and management of bots
  • Retail experience (premium brands preferred)
  • Managing workflow and CRM platforms - implementing, maintaining, and optimizing.
  • Knowledge of workflow and CRM platforms – primarily Zendesk
  • Understand contact management processes
  • Proficient in Microsoft Applications (Excel, Word, PowerPoint).
  • Personal time management and ability to work on several tasks simultaneously.


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