Customer Experience Optimization Specialist

5 days ago

General Santos, Soccsksargen, Philippines beBeeSpecialist Full time ₱48,000 - ₱62,400
Job Overview

Optimize and refine our Zendesk instance with a skilled professional.

The ideal candidate will play a key role in enhancing support processes, improving the user and agent experience, and ensuring efficient operations.

Key Responsibilities
  • Evaluate and optimize our existing setup, including automations, triggers, macros, and workflows.
  • Implement best practices to improve ticket management, team efficiency, and customer satisfaction.
  • Provide technical support and guidance on Zendesk features and functionalities.
  • Maintain up-to-date documentation of system configurations and process changes.
  • Recommend and implement app integrations or third-party tools as needed.
  • Troubleshoot issues and serve as the primary point of contact for Zendesk-related concerns.
Qualifications
  • Proven experience as a Zendesk Administrator or similar role.
  • Deep understanding of Zendesk products (Support, Guide, Chat, etc.).
  • Experience with workflow automation and customer support optimization.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.
Preferred Qualifications
  • Zendesk certification(s) is a plus.
  • Experience with customer service metrics and reporting tools.

This is a hands-on role that requires strong technical skills and excellent communication abilities. The ideal candidate will be able to work independently and collaboratively in a remote environment.

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