1st Line Customer Service Associate Location : Wigan - Hybrid
Reporting to : Customer Service Team Leader
♂️ 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.
✨ 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.
~ ️ 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.
~ 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.
Results-driven with a focus on quality ✅
