Query Management Support
2 weeks ago
**Due to growth of business we have an exciting role based in central Cardiff to work as part of a very busy Client Management team. This team is responsible for identifying and implementing improvements for the business to be more effective and to improve the experience of those who interact with them, be it colleagues, customers or suppliers. You will report on a day-to-day basis to the Zendesk Query Manager.
**The Role & Key Responsibilities**
The role is to manage the triaging and responses of utility queries that come into the "Zendesk" query Management system, working alongside and collaboratively with the Zendesk Query Manager.
The role is to support the query manager with Zendesk triaging of both initial inbound utility queries, and answering and solving the queries within agreed SLAs.
Working closely with the Query Manager to ensure that you are effectively managing and answering the Zendesk help desk tickets.
Where a general query is received, manage and resolve the query to conclusion.
Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement.
Be a go-to person if someone needs assistance with using Zendesk or answering general queries.
Look for continuous improvements within Zendesk and processes within the department. Plan and organise workload to ensure deadlines are met.
Maintain a high level of professionalism when dealing with clients and colleagues.
**Skills, Knowledge and Experience**
" Strong team player: builds relationships and collaborates with others
" Good attention to detail and being able to work under pressure
" Organises workload effectively and efficiently.
" Excellent written and verbal communication skills
" Able to retain lots of information
" Flexible approach to workload
" Takes initiative
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