Zendesk Support Administrator - CRM Workflow
Zendesk Support Administrator - CRM Workflow
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Job Description
Key Responsibilities
- Manage and optimize Zendesk routing to enhance customer experience and streamline contact processes.
- Liaise with the Zendesk account team and client technology team to meet service level requirements.
- Review management information (MI) to identify issues and coordinate resolutions with Zendesk.
- Administer the Zendesk platform including workflows automations and reporting functionalities.
- Collaborate with crossfunctional teams to discover and implement process improvement opportunities.
- Monitor and analyze performance metrics to identify areas for optimization in the campaign.
- Provide solutions for workflow management improvement.
- Drive continuous improvement initiatives across all areas of the client campaign.
- Ensuring optimization and efficiency of the Zendesk platform in a fastpaced retail environment.
- Balancing various tasks and projects while maintaining high service levels across communication channels.
Qualifications and Skills
- Matric (completed).
- Bachelor’s degree/ Diploma in computer science Information Technology or a related field (preferred).
- Minimum of 12 months of experience working with workflow and CRM systems.
- Proficiency in administering Zendesk or similar customer support platforms.
- Experience in setting up and managing communication channels (voice SMS chat).
- Knowledge of bot implementation and management.
- Retail experience with premium brands preferred.
- Proficient in Microsoft Applications (Excel Word PowerPoint).
- Strong personal time management skills and ability to multitask.
Experience
Minimum of 12 months of experience in a similar role preferably within a retail environment.
Employment Type
Remote
Company Industry
Key Skills
- Junit
- Customer Service
- Freelancing
- Industrial Safety
- ACCA
- Arbitration
