Zendesk Support Administrator (BPO/Call Center)

Our clients team has a vast in-depth knowledge gained from years of real world delivery in large private and public companies, including many household brands. Their expertise spans across process improvement, lean management techniques, operations technology delivery and enhancing customer experience. Our client's purpose is to support the growth of UK businesses and increase operational efficiencies, through the deployment of flexible, rapid and low cost solutions that deliver real business outcome

Role Overview

Our client keeps growing which means great opportunities are being created to grow their team and be a part of their exciting future. They have a luxury retail campaign where there is a need to manage and improve their chosen CRM workflow and contact management system, Zendesk. This role will support the ongoing management of Zendesk from our client on behalf of the campaign as well as any improvements and efficiencies of the platform to ensure the campaign is optimized and operating in the most efficient way possible. They will also look at continuous improvement opportunities across the account (e.g. through Zendesk) and more broadly in terms of their overall processes and customer journeys and the ways of working with their onshore team.

Job Type: Full-time/Permanent

Location: Cape town

Workplace: Onsite

Requirements

• Matric (completed)
• Bachelor’s degree/ Diploma in computer science, Information Technology, or a related field. (preferred)
• 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.
• Proactive and self-motivated.
• Empathetic.
• Strong communication and client engagement capability.
• Ability to present to various stakeholders.
• Ability to work under pressure.

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.
• Drive continuous improvement across all areas of the client campaign.

Reporting Line:

The Zendesk administrator will report directly to the Client Solutions Director.