Customer Service Specialist
2 weeks ago
About the Role:
We are seeking a dedicated Customer Service Specialist to join our team at IRIS Software Group. As a Customer Service Specialist, you will play a pivotal part in supporting our customers, resolving queries, and ensuring their satisfaction with our products and services.
Key Responsibilities:
- 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
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
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