Zendesk Support Operations Manager

1 month ago


Cape Town, Western Cape, South Africa ABC Worldwide Full time
About the Role
At ABC Worldwide, we're seeking an experienced Zendesk Support Administrator to manage and optimize our customer support workflow. This pivotal role plays a crucial part in ensuring seamless customer interactions across all communication channels.

Key Responsibilities:
  • Zendesk Optimization: Develop and implement efficient routing strategies to enhance the customer experience and streamline contact processes.
  • Collaboration and Communication: Work closely with the onshore team and client technology teams to meet service level requirements and drive continuous improvement initiatives.
  • Performance Monitoring: Analyze performance metrics to identify areas for optimization and provide actionable recommendations for process improvements.
  • Process Enhancement: Collaborate with cross-functional teams to discover and implement process enhancements that boost efficiency and productivity.

Requirements and Qualifications
We're looking for candidates with a strong background in administering CRM systems, specifically Zendesk, and a proven track record of optimizing workflows and improving customer satisfaction. Key qualifications include:
  • Bachelor's degree or equivalent in computer science, IT, or related field.
  • A minimum of 12 months' experience working with workflow and CRM systems.
  • Proficiency in administering Zendesk or similar customer support platforms.
  • Excellent problem-solving skills, with the ability to multitask and prioritize tasks effectively.

Salary Range
The estimated salary for this role is $65,000 - $80,000 per annum, depending on location and experience.

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