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- Tasks: Be the first point of contact for customers, resolving queries and ensuring a great experience.
- Company: Join IRIS, a supportive and innovative company that values your contributions.
- Benefits: Enjoy a hybrid work model and opportunities for personal development.
- Why this job: Make an impact in a collaborative team while growing your career in customer service.
- Qualifications: GCSEs in Maths and English required; customer service experience preferred.
- Other info: Embrace our IRIS values and contribute to a positive team culture.
The predicted salary is between 24000 - 36000 £ per year.
???? 1st Line Customer Service Associate The following information provides an overview of the skills, qualities, and qualifications needed for this role. ???? Location : Wigan – Hybrid ???? ???? Reporting to : Customer Service Team Leader ???? Direct Reports : None ???? What You’ll Do Join our dynamic team as a 1st Line Customer Service Analyst , where you’ll be the first point of contact for our customers, helping resolve general queries and performing initial investigations. You’ll collaborate with internal teams and external stakeholders to ensure seamless fault resolution and a top-notch customer experience. Key Responsibilities ???? Answer incoming queries and provide support for our products. ???? Create and assign tickets in the CRM system with all the necessary information for smooth resolutions. ???? Take ownership of first-contact resolutions, conducting initial investigations with available resources. Escalate more complex issues to the 2nd Line Support team. ???? Achieve individual and team targets, including Net Promoter Scores and quality metrics. ???? Prioritize tasks to meet customer SLA’s while contributing to user acceptance testing and knowledge base content. ???? Positively contribute to the team, embrace the IRIS values , and maintain a professional and friendly demeanor. ???? What You’ll Bring Qualifications : GCSEs in Maths and English (Grade C or above); AAT Level 2 is a plus! ???? Experience : Customer-facing telephone support (1+ years preferred) and familiarity with software support or relevant industries (HR/Payroll/Accountancy). ???? Skills : Proficiency in Microsoft Office; Level 3 IT qualification is advantageous. ???? Key Competencies Customer-focused mindset ???? ???? ???? Strong teamwork and collaboration ???? Problem-solving abilities ???? Results-driven with a focus on quality Excellent verbal and written communication ???? Why IRIS? Be part of a supportive and innovative environment where your contributions are recognized, and your development is encouraged. Take ownership of your role, achieve your goals, and grow your career with us. ???? Apply today and let’s make great things happen together!
Customer Services Associate employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Associate
✨Tip Number 1
Familiarize yourself with common customer service scenarios and solutions. This will help you feel more confident during the interview when discussing how you would handle various customer queries.
✨Tip Number 2
Brush up on your knowledge of CRM systems, as you'll be creating and assigning tickets. Being able to discuss your experience or understanding of these systems can set you apart from other candidates.
✨Tip Number 3
Highlight your teamwork skills by preparing examples of how you've successfully collaborated with others in previous roles. This is crucial since the role emphasizes working with internal teams and external stakeholders.
✨Tip Number 4
Demonstrate your customer-focused mindset by sharing specific instances where you went above and beyond to ensure customer satisfaction. This aligns perfectly with the values we embrace at StudySmarter.
We think you need these skills to ace Customer Services Associate
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Services Associate position. Highlight the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to emphasize your customer service experience, particularly any roles where you handled queries or provided support. Include specific examples that demonstrate your problem-solving abilities and teamwork skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your understanding of the IRIS values and how you embody them in your work. Be sure to address how your skills meet the requirements listed in the job description.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at IRIS Software Group
✨Show Your Customer-Focused Mindset
During the interview, emphasize your commitment to providing excellent customer service. Share specific examples of how you've successfully resolved customer queries in the past, demonstrating your ability to prioritize their needs.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss situations where you faced challenges in customer support. Explain your thought process and the steps you took to resolve the issues, showcasing your analytical skills and resourcefulness.
✨Familiarize Yourself with the Company Values
Research IRIS's values and culture before the interview. Be ready to explain how your personal values align with theirs and how you can contribute positively to the team environment.
✨Highlight Your Teamwork Experience
Since collaboration is key in this role, share examples of how you've worked effectively within a team. Discuss any experiences where you contributed to achieving team goals or supported colleagues in resolving customer issues.
