Student Services Assistant at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Zendesk, Customer Service, Ticket Management, Time Management, Organizational Skills, Written Communication, Procedure Following, Escalation Management, Data Confidentiality, Digital Systems Use

Industry

Outsourcing and Offshoring Consulting

Description

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.

Responsibilities

The Assistant is responsible for managing and responding to student enquiries via the Zendesk ticketing system accurately and professionally, aiming to resolve a minimum of 45 tickets daily within 24 hours of receipt. This involves administering support for various student administrative tasks, ensuring accurate documentation, and maintaining high service quality benchmarks.