Student Services Assistant

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 polic...