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 productsLogging and managing tickets in our CRM system, ensuring all relevant information is collated for investigation and resolutionTaking a proactive approach to resolving queries through initial investigations and utilizing available resourcesEscalating more complex issues to the 2nd Line Support team when necessaryAchieving individual and team targets, including Net Promoter Score and quality metricsPrioritizing daily workload to meet customer SLAs and ensure timely resolutionsSupporting user acceptance testing and contributing to the knowledge base contentFostering a positive team environment, collaborating with colleagues to achieve shared objectivesExemplifying IRIS values and representing our brand with professionalism and warmthActively participating in our competency framework to enhance skills and career progressionContinually developing expertise in our products through ongoing training and development initiativesCompleting all mandatory training modules, including current data protection requirementsWhat 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 serviceTeamwork skills, with a collaborative approach to achieving goalsA passion for innovation and continuous improvementEffective problem-solving abilities to tackle challenges proactivelyResults-oriented mindset, striving to exceed targets and expectationsExcellent communication skills, both written and verbal, to interact effectively with customers and colleaguesThis 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.For UK candidates only:Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.