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Customer Services Associate
2 months ago
Customer Services Associate - 1st Line (HR/Payroll)
Competitive plus Bonus plus Benefits
Wigan, UK/Leeds, UK
Permanent Full Time
Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn? IRIS Software Group are seeking dedicated individuals to join our team as Customer Services Analysts - 1st Line. In this role, you will play a pivotal part in supporting our customers, resolving queries, and ensuring their satisfaction with our products and services.
We're looking for candidates to join us on both permanent and fixed-term contracts.
What Will You Be Doing?
As a Customer Services Analyst - 1st Line, your responsibilities will include:
- Responding to incoming customer cases, providing support and guidance on our products
- Logging and managing tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution
- Taking a proactive approach to resolving queries through initial investigations and utilizing available resources
- Escalating more complex issues to the 2nd Line Support team when necessary
- Achieving individual and team targets, including Net Promoter Score and quality metrics
- Prioritizing daily workload to meet customer SLAs and ensure timely resolutions
- Supporting user acceptance testing and contributing to the knowledge base content
- Fostering a positive team environment, collaborating with colleagues to achieve shared objectives
- Exemplifying IRIS values and representing our brand with professionalism and warmth
- Actively participating in our competency framework to enhance skills and career progression
- Continually developing expertise in our products through ongoing training and development initiatives
- Completing all mandatory training modules, including current data protection requirements
What Are We Looking For?
To thrive in this role, you should bring:
- Experience in customer-facing telephone roles (desirable)
- Strong customer focus and dedication to delivering exceptional service
- Teamwork skills, with a collaborative approach to achieving goals
- A passion for innovation and continuous improvement
- Effective problem-solving abilities to tackle challenges proactively
- Results-oriented mindset, striving to exceed targets and expectations
- Excellent communication skills, both written and verbal, to interact effectively with customers and colleagues
This is your opportunity to join a dynamic team where your skills and dedication will make a real difference. Apply now to be considered for this exciting role.
Please note: In the case of high application volume, the application window may close early.
