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.
  
  

• 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
  
  

• Consistent service delivery while working remotely.
• Use approved systems, attend online meetings as required, remain contactable and productive
  
  

• 95% of tickets handled within agreed timeframes
• Check and manage the Zendesk queue daily.
  
  

• Most routine enquiries resolved at first contact
• Follow escalation guidelines for complex issues
  
  

• 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
  
  

• Post secondary qualification in a relevant field, or an equivalent combination of relevant experience/ training.
• Business Management or an Education degree would be preferred.
  
  

• 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
  
  

• 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.