The Zendesk Administrator role is focused on managing and optimizing the CRM workflow and contact management system, Zendesk, for a luxury retail campaign. This position supports the ongoing management of Zendesk and works towards improvements that enhance the campaign's overall efficiency. The administrator will continuously seek opportunities for process enhancements within the account and refine customer journeys in collaboration with the onshore team.
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 cross-functional 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 fast-paced 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.
