Customer Service Representative

4 days ago

Leeds, Leeds, United Kingdom IRIS- Networx Services Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Services Associate - 1st Line. As a key member of our support team, you will play a pivotal part in delivering exceptional customer service and ensuring the satisfaction of our clients with our products and services.

Key Responsibilities
  • Respond to incoming customer inquiries, providing support and guidance on our products and services.
  • Log and manage customer cases in our CRM system, ensuring all relevant information is collected for investigation and resolution.
  • Take a proactive approach to resolving customer queries through initial investigations and utilizing available resources.
  • Evaluate and escalate complex issues to the 2nd Line Support team when necessary.
  • Achieve individual and team targets, including Net Promoter Score and quality metrics.
  • Prioritize daily workload to meet customer Service Level Agreements (SLAs) and ensure timely resolutions.
  • Support user acceptance testing and contribute to the knowledge base content.
  • Foster a positive team environment, collaborating with colleagues to achieve shared objectives.
  • Exemplify IRIS-Networx Services values and represent our brand with professionalism and warmth.
  • Actively participate in our competency framework to enhance skills and career progression.
  • Continually develop expertise in our products through ongoing training and development initiatives.
Requirements
  • Experience in customer-facing roles, preferably in a support or service environment.
  • 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.

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