Services Consultant

Zendesk Singapore PTE (Singapore); Singapore; Hybrid; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Services Consultant to enhance customer onboarding and product configuration. This role is pivotal in guiding enterprise clients through the implementation of cutting-edge solutions that transform their customer service experiences. You will leverage your consulting expertise to foster strong relationships, ensuring clients receive tailored support. With a hybrid work model, you will enjoy the flexibility of remote work while collaborating with teams onsite. If you are passionate about customer service and technology, this opportunity offers the chance to make a significant impact in a dynamic environment.

Qualifications

• 5+ years of consulting experience in customer-facing roles.
• Strong understanding of customer experience processes and infrastructure.

Responsibilities

• Guide customers during onboarding and configuration of Zendesk products.
• Manage multiple customer projects, ensuring timely completion.

Skills

Customer Experience Processes

Communication Skills

Project Management

Technical Aptitude

Empathy

Interpersonal Skills

Multitasking Ability

Fluency in Mandarin

Job description

Professional Services - Services Consultant

Description:

Our Professional Services team advises and guides our enterprise customers as they implement Zendesk solutions to meet their business needs. We are the welcoming face of Zendesk—genuine, patient, and organized.

We help customers onboard quickly and easily by demonstrating, teaching, and inspiring confidence in our simple yet powerful product. A Services Consultant creates a positive experience for our customers—passionate about improving communication through customer service and transforming business relationships.

In a Paid Services engagement, Services Consultants are responsible for designing and configuring Zendesk products based on the Configuration Workbook and Design Workshops, whether remotely or onsite with customers and your Engagement Manager. Your ability to work independently, meet commitments, and execute Professional Services Launch Packages and customer optimizations within scope, time, and budget is essential.

Responsibilities:

1. Guide and educate Zendesk customers during onboarding and configuration.
2. Maintain expertise across the Zendesk product line.
3. Establish and uphold customer service policies, processes, and standards.
4. Provide business consultation, understand customer needs, and configure Zendesk accordingly.
5. Conduct meetings onsite and remotely following Zendesk methodology standards.
6. Identify, communicate, and resolve complex issues.
7. Respond to high-impact escalations to foster confidence and loyalty.
8. Manage priorities across multiple customers and projects, ensuring timely completion.
9. Manage projects within scope and deadlines, escalating delays as needed.
10. Gather requirements, issue change orders, and define scopes for new and existing customers.

Requirements:

• 5+ years of professional consulting experience, preferably in a customer-facing role.
• Understanding of customer experience processes and infrastructure.
• Ability to interface effectively with managers and senior stakeholders.
• Excellent communication, interpersonal, and writing skills.
• Empathy and a strong ability to understand customer needs.
• Technical aptitude and enthusiasm for technology; experience in a tech company or consultancy is a plus.
• Passion for customer service and its impact on business.
• Strong project management skills and multitasking ability.
• Team-oriented mindset and commitment to delivering a world-class customer experience.
• Willingness and ability to travel domestically up to 50%.
• Fluency in Mandarin for servicing the GCR market.

Additional Details:

This role is hybrid, combining onsite collaboration with remote work, with specific schedules to be determined by the hiring manager.

About Zendesk:

Zendesk aims to simplify business complexity and foster meaningful customer connections through our software, powering billions of conversations globally.

We promote an inclusive, flexible work environment, supporting diversity and equal opportunity. We accommodate applicants with disabilities and disabled veterans upon request.

About Us

Zendesk is dedicated to making business-customer interactions simple and effective, helping companies build strong relationships.

Work Environment

Our offices reflect the vibrant cities we operate in, designed for collaboration, quiet work, and events. Our hybrid model offers flexibility and connection.

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