Zendesk Support Administrator

4 weeks ago


Cape Town, Western Cape, South Africa Red Ember Recruitment (PTY) Ltd Full time
Job Title: Zendesk Support Administrator

We are seeking a highly skilled Zendesk Support Administrator to join our team at Red Ember Recruitment (PTY) Ltd. As a key member of our team, you will be responsible for managing and optimizing our client's Zendesk platform to enhance customer experience and streamline contact routing.

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.
  • Provide improvement opportunities for workflow management.
Requirements:
  • Qualifications: Matric (completed), Bachelor's degree/Diploma in computer science, Information Technology, or a related field.
  • Experience: 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.
  • Experience of bot implementation and management of bots.
  • Retail experience (premium brands preferred).
Skills and Knowledge:
  • 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).
Competencies:
  • Proactive and self-motivated.
  • Empathetic.
  • Strong communication and client engagement capability.
  • Ability to present to various stakeholders.
  • Ability to work under pressure.
Benefits:
  • Medical Insurance.
  • Funeral Cover.


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