We are seeking an experienced project manager to lead the implementation and management of Freshdesk within our subsidiaries and new departments. The ideal candidate will have a deep understanding of Freshdesk and the ability to integrate it with other software to enhance its functionality thanks to data analysis.
As the Freshdesk project manager, you will be responsible for proposing and implementing creative solutions to improve our customer support operations, as well as building and maintaining relationships with stakeholders from diverse cultural backgrounds and language.
Key Responsibilities:
- Lead the implementation of Freshdesk in new subsidiaries, departments or business units
- Integrate Freshdesk with other software to enhance its functionality
- Propose and implement creative solutions to improve customer support operations
- Build and maintain relationships with stakeholders from diverse cultural backgrounds and languages
- Constantly monitor and improve Freshdesk performance (day to day management)
- Provide training and support to end-users by responding to General Inquiries about Freshdesk
- Manage the platform, i.e.:
- Setup Service level agreement / email investigation
- Setting up automation rules
- Adding/Removing Agents
- Communicate progress and results to upper management and process leaders
- Manage client inquiries and interactions through Freshdesk
- Ensure a positive customer experience and maintain the company's reputation
- Represent the company in a professional manner in all client interactions
