Shopify & Zendesk Customer Service Expert

Are you a Zendesk customer service expert with experience in shopify? Do you have providing the right answers to customers in a timely manner?

We are looking for a Zendesk expert, passionate in project management and customer service to assist our team in our Fitness ecommerce business.

Tasks:

PART A: Zendesk Management

1. Set up categories of questions eg; Ordering, Payment, Shipping & Delivery, Returns, Tracking, Products, My Account, General Information, Other Questions.

2. Reviewing other high quality guides and support hubs from large customer service businesses (Surf Stitch, Huckberry, The Iconic etc) to ensure all relevant questions are covered off on.

3. You will set up all relevant questions that need to be answered in the guide. Where you do not have an answer, you will be working with our head of customer service and warehouse team to ensure that these questions have relevant answers.

4. Each week or month, you will be updating the database to include FAQs or questions asked from the week that are worthy of including in the guide database. This will generally be around specific products, technical details and questions we did not address prior.

PART B: General Customer Service

Once the background is set up and working, you will have a strong understanding of all of the FAQs in our business. The majority of the questions and answers will be integrated the help desk you will be forming part of our customer service team.

You will be initially assisting with the overflow of low priority queries and will be working up to technical knowledge around products to be able to help assist with all queries from a day to day requirement.

Questions like: "Where is my order, how do I return an item, what is my tracking information". These questions cover 80% of our customer service queries that at an entry level customer service assistant you will be able to assist.

TIME:
This role will be 30+ hours per week to maintain from a customer service position.

RATE:
The rate offered will be a market rate. You will have career opportunities at a fast growing companies to step up into customer service management and also assist us with building processes, systems and guides on how to perform tasks within the business.