Customer Service Support Administrator

3 days ago


Peterborough, United Kingdom IRIS Full time

We have an exciting opportunity for a Customer Service Support Administrator to join the team at IRIS Financials (formerly PS Financials).

You will provide focused support to the management team within our Customer Service function, supporting their aims to support key customers, ensuring any urgent issues are resolved and they are making the best use of the IRIS Financials suite of software. Also, ensuring the Support Team and the overall business are learning from customer experiences, to ensure our service is improved moving forward.

**Main responsibilities**:
The Customer Service Support Administrator will work closely with the management team to provide administrative support, including but not limited to:
Producing statistics on team performance

Making calls to customers to obtain information or support with queries/complaints

Monitor active tickets to ensure they are being progressed correctly

Produce team rota based on availability

Carry out audits of tickets with 3rd party providers to ensure they are being actioned

General queue management within the support team, monitoring ticket activities

Carry out quality audits of tickets and call handling to ensure they meet a set framework of quality requirements

Support resolution of customer issues effectively, engaging with other colleagues as needed

Drive continuous improvement and responds to customer feedback in a positive way to improve our service, including feeding back to the management team to ensure our overall service is enhanced

Keep accurate records of customer interaction using our CRM system (currently Sugar/Zendesk)

What are we looking for?

Proven track record of delivering excellent customer service

Ability to manage difficult situations well, focusing on a positive outcome

Ability to communicate well at all levels

Demonstrate a drive to continually improve

Strong time management skills and multitasking abilities

Compliance to company policies and procedures

**Please note**:



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