Gorgias CRM Specialist

2 days ago

Pasig, National Capital Region, Philippines enablesGROUP Full time

We are seeking a highly skilled and motivated Gorgias CRM 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.

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