Customer Services Associate

1 month ago

Leeds, United Kingdom CV-Library Full time

Customer Services Associate - 1st Line (HR/Payroll)

Competitive plus Bonus plus Benefits

Wigan, UK/Leeds, UK

Permanent Full Time

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn? IRIS Software Group are seeking dedicated individuals to join our team as Customer Services Analysts - 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.

We're looking for candidates to join us on both permanent and fixed-term contracts.

What Will You Be Doing?

As a Customer Services Analyst - 1st Line, your responsibilities will include:

* 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

* Completing all mandatory training modules, including current data protection requirements

What Are We Looking For?

To thrive in this role, you should bring:

* 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

This is your opportunity to join a dynamic team where your skills and dedication will make a real difference. Apply now to be considered for this exciting role.

Please note: In the case of high application volume, the application window may close early

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