Kantar is the world’s leading AI-native marketing data and analytics business and an indispensable brand partner to the world’s top companies. We combine the most meaningful attitudinal and behavioural data with deep expertise and advanced analytics to uncover how people think and act. We help clients understand what has happened and why and how to shape the marketing strategies that shape their future.
The Opportunity
The Zendesk Administrator supports global panels (communities of consumers) by maintaining and enhancing customer care tools.
The role is part of the Retention, Support and Rewards team, which handles inquiries from panel members worldwide.
The position is full-time and permanent.
Key Responsibilities
Conduct comprehensive reviews of current system setups to ensure usability, effectiveness, and efficiency.
Continuously assess and improve tools and processes, implementing enhancements as needed.
Collaborate with both internal and external teams to reduce inquiries and complaints, improving the overall panel member experience.
Serve as the internal expert for Zendesk, including documentation, maintenance, implementation, and optimisation of all settings, automations, triggers, etc..
Create and maintain dashboards and reporting using Zendesk Explore analytics, Microsoft PowerBI, and other internal tools.
Drive technical efficiencies in the Knowledge Base (also powered by Zendesk), ensuring efficient tracking of usage.
Key Qualifications for the Role
Technical Proficiency: Demonstrates a strong interest and expertise in software, computers, and technical environments. Comfortable navigating and adapting to new technologies.
Planning and Prioritization: Excels at organizing tasks, setting priorities, and managing time effectively to meet deadlines and achieve objectives.
Logical Problem-Solving: Possesses strong analytical skills, enabling quick identification of issues and the ability to develop effective solutions efficiently.
Interpersonal Skills: Communicates clearly and builds positive relationships across all professional levels, fostering collaboration and teamwork.
Independent Work & Decision-Making: Capable of working autonomously, making sound decisions, and maintaining strong communication throughout projects.
Zendesk Experience: Holds prior working knowledge of Zendesk, essential for supporting client and customer service operations within the platform.
Client & Customer Service Attitude: Maintains a strong service orientation, consistently striving to meet client and customer needs with professionalism and empathy.
Calm Under Pressure: Remains composed and effective in high-pressure situations, ensuring steady performance and positive outcomes.
At Kantar, we go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us. We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking, and better commercial outcomes.
Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.
PRIVACY DISCLOSURE: By applying to this opportunity, you consent to the personal data you provide to us being processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS for as long as is necessary for recruitment purposes.
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