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Customer Service Representative

2 months ago

Wigan, Wigan, United Kingdom IRIS Software Group Full time

**About the Role**

IRIS Software Group is 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.

**Key Responsibilities**

  • Respond to incoming customer cases, providing support and guidance on our products
  • Log and manage tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution
  • Take a proactive approach to resolving queries through initial investigations and utilizing available resources
  • Escalate more 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 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 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 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