Purpose of Role

The Zendesk Assistant is responsible for managing and responding to customer enquiries through the Zendesk ticketing system in a timely, accurate, and professional manner.

The role supports day-to-day customer service operations by ensuring enquiries are resolved efficiently, escalated appropriately, and documented correctly, while consistently meeting productivity and quality benchmarks.

Area of Accountability: Customer Service & Student Support

Provide timely and helpful support to students and other stakeholders

• Resolve minimum 45 Zendesk responses per day (starting with high priority oldest to newest).

• Respond to Zendesk tickets within 24 hours of receipts.

• Receive positive student feedback.

• Respond to enquiries using approved templates and tone of voice.

Provide clear and correct information.

• Ensure responses are accurate and follow Excelsia policies.

• Use approved templates and reference current procedures.

• Administrate student enquiries which include, but are not limited to, place taken, enrolment, orientation, unit enrolment, timetabling, student leave, student grievances, graduation, course of study and completion documents.

• Generate and share reports with internal stakeholders as required

Ensure students can access support regardless of location

• Consistent service delivery while working remotely.

• Use approved systems, attend online meetings as required, remain contactable and productive

Area of Accountability: Ticket Management and Service Delivery

Manage Zendesk enquiries efficiently

• 95% of tickets handled within agreed timeframes

• Check and manage the Zendesk queue daily.

Resolve enquiries or refer them correctly

• Most routine enquiries resolved at first contact

• Follow escalation guidelines for complex issues

Keep accurate records of enquiries.

• All tickets include clear and complete notes

• Use correct categories, tags, and comments.

• Maintain the confidentiality of all student data such as enrolments, scholarships, visas, health insurance, results and transcript at all times

Selection Criteria

Qualifications

• Post secondary qualification in a relevant field, or an equivalent combination of relevant experience/ training.

• Business Management or an Education degree would be preferred.

Background

• Experience responding to a high volume of enquiries in a customer service or administrative role.

• Experience using a ticketing system or managing enquiries through shared email or online platforms.

• Experience working to daily targets and timeframes.

• Experience providing clear and accurate written responses to a range of stakeholders.

• Experience working in a higher education or student administration environment is desirable.

• Experience supporting student enquiries related to enrolment, progression, or general administration is desirable.

• Knowledge of Australian laws and regulations is desirable

Skills

• Strong written communication skills, with the ability to provide clear, professional, and accurate responses.

• Good time management and organisational skills, with the ability to manage competing priorities.

• Ability to follow documented procedures, templates, and guidelines.

• Ability to resolve routine enquiries and escalate more complex matters appropriately.

• Confident use of digital systems, including databases, ticketing systems, and online collaboration tools.

• Experience using Zendesk or a similar customer support platform.