Stellenbeschreibung:

Freshdesk Specialist

We are seeking a Freshdesk specialist to optimize our customer service system for Patronus, an e-commerce business selling pest control products to end customers in Germany. We currently handle 100-150 tickets daily across multiple channels and need to streamline our processes for faster response times.




Current Setup

• Platform: Freshdesk ticketing system
• Channels: WA, website contact form, 3 different email addresses
• Volume: 100-150 tickets per day
• Team: 2 customer service representatives
• Current Features Used: Message templates only



Most Common Customer Inquiries

• Order tracking: "Where is my shipment?"
• Returns/Refunds: Replacement or refund requests
• Consultation session issues: Problems with mandatory consultation sessions (legal requirement before product shipment)



Consultation Session Context

Due to legal requirements, customers must attend a consultation session after placing an order. This is conducted twice daily via webinar format:

• 3-minute live presentation about legal information
• Q&A session
• Customers must click a confirmation button to complete participation
• Common issues: Missing sessions, forgotten button clicks, need to reschedule



Project Requirements

Technical Integration

• WooCommerce Integration: Connect Freshdesk with our WordPress/WooCommerce online shop
• Workflow Automation: Set up automated responses and ticket routing
• SLA Configuration: Implement service level agreements for 24-hour response time
• German Language Setup: Configure system for German customer service



Optimization Goals

• Ensure all tickets receive a response within 24 hours
• Streamline ticket categorization and routing
• Implement automated responses for common inquiries
• Set up efficient workflows for the consultation session booking process



Documentation & Training

• Create Loom video tutorials showing how to use the optimized system
• Provide step-by-step documentation for the 2-person customer service team
• Include best practices for handling the most common ticket types



Deliverables

• Fully optimized Freshdesk configuration
• WooCommerce integration setup
• Automated workflows and SLA implementation
• Comprehensive Loom video training series
• Written documentation and best practices guide
• Testing and handover session



Timeline

• Project Duration: 2 weeks maximum
• Availability: We need someone who can start immediately



Budget

• Pricing: Fixed price project (please provide your quote)
• Payment: Milestone-based payments preferred



Ideal Candidate

• Proven experience with Freshdesk setup and optimization
• WooCommerce/WordPress integration experience
• German market understanding (beneficial)
• Experience with customer service automation
• Ability to create clear training materials
• Strong communication skills in English



Application Requirements

Please include in your proposal:

• Your fixed price quote for this project
• Relevant Freshdesk optimization examples
• Timeline breakdown
• Approach to WooCommerce integration
• Sample of previous training materials created



Ready to transform our customer service efficiency? We're looking forward to your proposal!