We run a shopping website (interspire shopping cart) which sells quilts, pillows, sheets and other bedding products online for delivery throughout Australia. We also run many coupon/voucher deals on sites such as Groupon, Cudo, Living Social, etc.
We are finding that there are many, many customer questions coming into our ZenDesk which we do not have the time to handle but need to address in a timely manner. Typical questions include: Shipping, Order Status, Website Help, Returns, Help with Vouchers/Coupons, etc.
We currently have around 850 tickets in our system, many of these are doubles and need to be merged together and categorized properly. Depending on the issue some can be handled right away and some would need to be recorded on a spreadsheet and given to us for analysis and resolution. Someone who is familiar with setting up ZenDesk macros, tags, categories and other features would be a perfect fit for this job. After the current backlog of questions is handled, we estimate that there would be about 2-3 hours of tickets per day to address.
We currently DO NOT have procedures in place for every type of issue and are interested in any input our prospective representative can provide.