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Customer Care Systems Specialist (Fourways)
Leroy MerlinJohannesburg, ZA23 days ago
Job descriptionBe the business owner of our customer service platforms. You’ll configure Zendesk, guide Five9 routing at the business level, use Verint / Monet for scheduling, and coordinate vendors and rollouts (including the Adeo Zencare project). Your goal : faster resolutions, happier customers, and smoother agent workflows. No coding or infrastructure work. Configure Zendesk ticket forms, workflows, SLAs, macros, triggers, views and groups. Maintain contact reasons / taxonomy and tidy queues for Stores, HQ and Seller Support. Adjust Five9 business routing (skills / queues / prompts) and raise technical change requests to IT when needed. Use Verint / Monet to support forecasting inputs, schedules and adherence reporting. Own the knowledge base (content owners, review cadence, search / deflection wins). Run QA calibrations with team leads; translate findings into macros, scripts and training. Create runbooks and deliver micro‑training for agents and store teams. Build and maintain Zendesk Explore dashboards; track SLA, AHT, FCR, CSAT, backlog, deflection and abandonment. Produce weekly VOC and root‑cause summaries with recommended actions for Ops, Delivery / Install and E‑commerce. Set up alerts for queue health (spikes, SLA breaches, abandoned calls / chats). Support the Adeo Zencare rollout (2025–2026) : readiness, UAT, cutover planning and hypercare. Coordinate with Digital / IT and partners (delivery & installation providers) to map status updates and hand‑offs. Manage iAdvize (live chat) and Blond AI (voice assistant) configurations at the business level, including safe hand‑off rules. Identify and ship practical fixes (form simplifications, auto‑responses, routing tweaks, macro improvements). Track impact; keep what works, roll back what doesn’t. 2–4+ years administering Zendesk (or Salesforce / Freshdesk) in a 30–150 seat contact centre. Hands‑on with business‑side Five9 routing / queues and WFM usage (Verint / Monet / Calabrio). Proven wins improving SLA / AHT / FCR / CSAT via configuration, training and knowledge—not code. Strong troubleshooting and analytical thinking; organised and detail‑oriented. Comfortable building Explore dashboards and using advanced Excel / Google Sheets. Clear communicator who can train agents / leads and write crisp documentation. Experience with iAdvize, Blond AI, e‑commerce / marketplace support (orders, delivery / install, seller tickets). Familiarity with ticket taxonomy best practice and QA / calibration frameworks. Customer Service jobs
Job title : Customer Care Systems Specialist (Fourways)
Job Location : Gauteng, Johannesburg
Deadline : October 05, 2025
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Description
PURPOSE OF THE ROLE
Key Responsibilities
Workflow & Platform Configuration (business‑side)
Knowledge, QA & Enablement
Reporting & Insights
Projects & Vendor Coordination
Continuous Improvement
Requirements
Key Competencies
Skills
Nice to Have
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Customer Care Specialist • Johannesburg, ZA
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