Job Description
Our client, a fantastic company with stunning offices in the heart of Cardiff City Centre, is recruiting a Customer Support Administrator to join their friendly and growing team on a permanent basis.
In this exciting and diverse role, you will support the Query Manager with Zendesk triaging initial inbound queries from commercial customers.
This is a varied role, and we are ideally seeking candidates with good experience of dealing with utilities, energy management, administration, and customer contact.
Flexible hours will be between 8:00am – 5:30pm Monday to Friday.
What you’ll be doing:
1. Triaging of Zendesk Tickets, prioritising and managing the awaiting information.
2. Review data omissions within Zendesk and ensure these are completed.
3. Resolving less-complex tickets at point of triage to reduce backlog; managing and resolve the query to conclusion.
4. For more complex queries; keeping track of information and escalating to the relevant manager.
5. Handle various queries via the CRM system Zendesk or via phone, including utility invoice queries and site queries.
What we’re looking for:
1. Microsoft Excel experience.
2. Optima and Zendesk or a similar ticketing software experience.
3. Experience in utilities or property management would be great, but not essential.
4. Attention to detail and good ability to work under pressure.
5. Strong written and verbal communication skills.
6. Good mathematical skills and a keen eye for numbers.
7. Team player.
8. Good telephone manner.
Salary & Benefits:
The salary for this role will depend on experience but will be between £22,500 – £25,000.
Benefits are excellent and include:
1. 25 days holidays per year plus bank holidays.
2. Hybrid working after training (2 days WFH, 3 days office).
3. Company performance bonus.
4. Regular pay reviews based on key objectives.
5. Employee assistance program including access to mental health and healthcare benefits.
6. Regular company awards, events, socials and team building.
7. Genuine opportunities for training and career development.
8. City centre location with easy access to transport links.
#J-18808-Ljbffr