Customer Service Representative

10 hours ago

Wigan, Wigan, United Kingdom IRIS Software Group Full time

{"h1": "Customer Services Analyst - 1st Line", "p": "At IRIS Software Group, we are seeking a dedicated individual to join our team as a Customer Services Analyst - 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.", "ul": [{"li": "Respond to incoming customer cases, providing support and guidance on our products"}, {"li": "Log and manage tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution"}, {"li": "Take a proactive approach to resolving queries through initial investigations and utilizing available resources"}, {"li": "Escalate more complex issues to the 2nd Line Support team when necessary"}, {"li": "Achieve individual and team targets, including Net Promoter Score and quality metrics"}, {"li": "Prioritize daily workload to meet customer SLAs and ensure timely resolutions"}, {"li": "Support user acceptance testing and contribute to the knowledge base content"}, {"li": "Foster a positive team environment, collaborating with colleagues to achieve shared objectives"}, {"li": "Exemplify IRIS values and represent our brand with professionalism and warmth"}, {"li": "Actively participate in our competency framework to enhance skills and career progression"}, {"li": "Continually develop expertise in our products through ongoing training and development initiatives"}], "h2": "What We\u2019re Looking For", "ul": [{"li": "Experience in customer-facing telephone roles (desirable)", "li": "Strong customer focus and dedication to delivering exceptional service", "li": "Teamwork skills, with a collaborative approach to achieving goals", "li": "A passion for innovation and continuous improvement", "li": "Effective problem-solving abilities to tackle challenges proactively", "li": "Results-oriented mindset, striving to exceed targets and expectations", "li": "Excellent communication skills, both written and verbal, to interact effectively with customers and colleagues"}], "p": "This is an exciting opportunity to join a dynamic team where your skills and dedication will make a real difference. If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, we encourage you to apply for this role.", "p": "Please note: In the case of high application volume, the application window may close early.", "h3": "IRIS Software Group"}

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