22 Oct
Red Ember Recruitment
Cape Town
Red Ember Recruitment is looking for a Zendesk Support Administrator for one of our clients for 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 at 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. We 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.
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 [URL Removed] continuous improvement across all areas of the client campaign.
RequirementsRequirements:
Qualifications:
Matric (completed)
Bachelor's degree/ Diploma in computer science, Information Technology, or a related field. (preferred)
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. 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).
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).
Personal time management and ability to work on several tasks simultaneously.
Competencies:
Proactive and self-motivated.
Empathetic.
Strong communication and client engagement capability.
Ability to present to various stakeholders.
Ability to work under [URL Removed] shifts. 09h00-18h00 or 10h00-19h00
BenefitsMedical Insurance
Funeral Cover
Desired Skills:
- Zendesk
- CRM
- Support
Desired Qualification Level:
- Grade 12 / Matric
About The Employer:
We are passionate professionals driven to provide Payroll and HR solutions that deliver true business value to your organisation.
Our proven track record and expertise will enable you to maximise your return on investment on any Sage Payroll & HR implementation.
Partner with a Talent Team that suits your customised needs.
Recruiting top talent is a powerful and reliable foundation of strength in any business. When partnered with the best recruitment team, it's an opportunity for long-term growth, and can bring companies a competitive advantage in their industry.
Red Ember Technology is a Certified Sage Platinum Business Partner, here to support any Sage client with the extra value-added services to complement and support their Sage products.
The Red Ember Recruitment team has combined Payroll, HR and Finance industry-specific experience, customised to the Sage products, as well as vast experience supporting various other products and industries.
Red Ember Recruitment can assist on any level of recruitment,
from Interns to Executive placements, bulk recruitment, response handling, or specialised headhunting.
▶️ Zendesk Support Administrator at Red Ember Recruitment (PTY) Ltd - Western Cape, Cape Town
🖊️ Red Ember Recruitment
📍 Cape Town