High-Performance Zendesk Support Manager

2 weeks ago


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

We are seeking a highly skilled and experienced Zendesk Support Manager to join our team at Black Pen Recruitment. The successful candidate will be responsible for managing and optimizing Zendesk routing to enhance customer experience and streamline contact routing.

About the Role
  • 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.
Requirements
  • 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.
  • Familiarity with Zendesk systems and best practices for contact routing and automation.
  • Retail experience (premium brands preferred).
Responsibilities
  • 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.

This is an excellent opportunity for someone looking to take their career to the next level, working with a luxury retail campaign and helping to drive continuous improvement across all areas of the client campaign.

The estimated salary for this role is £40,000 - £55,000 per annum, depending on experience, plus benefits.



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