Our client, a fantastic company with stunning offices in the heart of Cardiff City Centre, is recruiting a Customer Query 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:
- Triaging of Zendesk Tickets, prioritising and managing the awaiting information.
- Review data omissions within Zendesk and ensure these are completed.
- Resolving less-complex tickets at point of triage to reduce backlog; managing and resolve the query to conclusion.
- For more complex queries; keeping track of information and escalating to the relevant manager.
- Handle various queries via the CRM system Zendesk or via phone, including utility invoice queries and site queries.
What we're looking for:
- Microsoft Excel
- Optima and Zendesk or a similar ticketing software experience.
- Experience in utilities or property management would be great, but not essential.
- Attention to detail and good ability to work under pressure.
- Strong written and verbal communication skills.
- Good mathematical skills and a keen eye for numbers.
- Team player.
- 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:
- 25 days holidays per year plus bank.
- Hybrid working after training (2 days WHF, 3 days office).
- Company performance bonus.
- Regular pay reviews based on key objectives.
- Employee assistance program including access to mental health and healthcare benefits.
- Regular company awards, events, socials and team building.
- Genuine opportunities for training and career development.
- City centre location with easy access to transport links.
