Three to five years working on customer service, CRM or contact centre platforms in a commercial setting.
Undergraduate coursework, university and personal projects do not count toward this.
At least one implementation you delivered rather than supported: requirements gathered, system configured, data migrated, users trained, and the client taken live.
Hands-on administration of a CRM or service platform.
Zendesk is preferred; Salesforce, HubSpot, Freshdesk, Dynamics, ServiceNow or an equivalent is acceptable where the depth is real.
Service process design: queues, escalation paths, SLAs, priority models and agent workflow, with the reasoning behind each decision documented.
Integration literacy: REST APIs, webhooks, authentication, and the judgement to know when a native connector is the right answer and when it is not.
Data migration as a discipline rather than a one-off task: profiling the legacy source, mapping fields, de-duplicating and reconciling record counts before and after cutover.
Reporting and analysis: building dashboards in Zendesk Explore or an equivalent, and turning the result into a written finding and a recommendation a non-technical audience can act on.
Client-facing delivery: leading a workshop, running a training session, and holding a position under questioning from a business owner.
Excellent communication and presentation skills.
Self-Starter – Motivated – Customer Focused.
Where AI tools form part of how you work, you are expected to explain and defend every line of output you deliver. We regard them as an accelerator, not a substitute for understanding.
Certification required: a current Zendesk certification, or an equivalent administrator certification on another CRM or service platform, with Zendesk Support Administrator obtained within the first three months in role.
Zendesk Explore, App Developer, and AI Agents credentials, and experience deploying AI agents or chatbots on a service platform, are each an advantage.
Employer closing dateNot provided
GoKazini listing ends21 Nov 2026
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21 November is when this listing ends on GoKazini. The employer may stop accepting applications before then, so apply soon.
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