Customer Service Specialist

2 weeks ago


Wigan, Wigan, United Kingdom IRIS Software Group Full time

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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