Gorgias CRM Specialist

2 weeks ago

Manila, National Capital Region, Philippines enablesGROUP Full time

Product Management & Development (Marketing & Communications)

Full time

Add expected salary to your profile for insights

enablesGROUP (since 2016) are a growing BPO with the majority of our clients being Australian based.

The client is the home of an outstanding collection of leading Australian and New Zealand supplements, health food, and sports nutrition brands. Our four core brands, Nutra-Life, Healtheries, Aussie Bodies, and Musashi, have been empowering healthier lives in Australia, New Zealand, and over 30 countries world-wide for over 100 years

JOB DETAIL

We are seeking a highly skilled and motivated Gorgias Specialist to join our Customer Support (CS) team. As a Gorgias Specialist, you will be responsible for implementing, maintaining, and optimizing our Gorgias platform to enhance customer support operations and ensure a seamless experience for our customers. Your primary focus will be on leveraging the features and capabilities of Gorgias to streamline processes, improve efficiency, and deliver exceptional customer service.

Position Summary

  • Managing a comprehensive help center: This involves maintaining product information and frequently asked questions (FAQs) to assist customers.
  • Developing and updating macros: These will include dynamic fields for the Customer Support (CS) team to use.
  • Designing automated workflows: Streamline repetitive tasks such as auto-responses, ticket tagging, team assignments, and spam filtering.
  • Overseeing chatbot functionality: Monitor its performance.
  • Maintaining the ticket field system: Ensure it aligns with operational needs.
  • Integrating Gorgias with our tech stack: Facilitate seamless data exchange and a holistic view of customer profiles.
  • Addressing technical queries: Provide prompt and effective support to the CS team.
  • Generating monthly reports: Present Gorgias data to the business.

Responsibilities:

  • Bachelor's degree in Graphic Design, Marketing, or related field is preferred.
  • Bachelor's degree in a relevant field or equivalent practical experience.
  • Proven 3+ years experience working with Gorgias or similar customer support platforms.
  • Strong understanding of customer support processes and best practices.
  • Proficiency in creating and managing macros, workflows, and automation within Gorgias.
  • Experience with chatbot implementation and management is highly desirable.
  • Excellent problem-solving skills with the ability to troubleshoot technical issues and provide effective solutions.
  • Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
  • Analytical mindset with the ability to interpret data, identify trends, and generate actionable insights.
  • Ability to work effectively both independently and as part of a team in a fast-paced environment

Nice to Have:

  • Experience with Gorgias or a similar customer service platform.
  • Certifications or training in customer service-related areas.
  • Experience in e-commerce or retail industries.

Work Location / Working shifts: Pasig City; NSW Business hours; NSW Legal Holidays Off ; Hybrid

Your application will include the following questions:

What's your expected monthly basic salary?

The Company offers a broad spectrum of professional services to small and medium sized businesses in Australia ranging from client relationship management, technology support, accounting and administration, paraplanning and creative marketing services among others. Our motto is 'Powering your potential'.

Our Directors are highly experienced with global BPO and ITO companies and have ambitious growth plans for the business.

The Company offers a broad spectrum of professional services to small and medium sized businesses in Australia ranging from client relationship management, technology support, accounting and administration, paraplanning and creative marketing services among others. Our motto is 'Powering your potential'.

Our Directors are highly experienced with global BPO and ITO companies and have ambitious growth plans for the business.

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