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:
1. Responding to incoming customer cases, providing support and guidance on our products
2. Logging and managing tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution
3. Taking a proactive approach to resolving queries through initial investigations and utilizing available resources
4. Escalating more complex issues to the 2nd Line Support team when necessary
5. Achieving individual and team targets, including Net Promoter Score and quality metrics
6. Prioritizing daily workload to meet customer SLAs and ensure timely resolutions
7. Supporting user acceptance testing and contributing to the knowledge base content
8. Fostering a positive team environment, collaborating with colleagues to achieve shared objectives
9. Exemplifying IRIS values and representing our brand with professionalism and warmth
10. Actively participating in our competency framework to enhance skills and career progression
11. Continually developing expertise in our products through ongoing training and development initiatives
12. Completing all mandatory training modules, including current data protection requirements
What Are We Looking For?
To thrive in this role, you should bring:
13. Experience in customer-facing telephone roles (desirable)
14. Strong customer focus and dedication to delivering exceptional service
15. Teamwork skills, with a collaborative approach to achieving goals
16. A passion for innovation and continuous improvement
17. Effective problem-solving abilities to tackle challenges proactively
18. Results-oriented mindset, striving to exceed targets and expectations
19. 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.