Customer Care Consultant

Job Description

We are looking for a Customer Care Consultant to join the team in our Peterborough office, to work with our customers to ensure they are confident and enthusiastic in getting the best out of Iris Software’s ParentMail software packages; giving our customers the best start through to ensuring regular and efficient use of the services.To be successful in this role, you must be able to demonstrate a passion for helping customers, understanding their needs and helping them achieve value from software. Accuracy and attention to detail, particularly in compliance with procedures.This is a great opportunity for you to join a growing and investing product and customer centric business, with significant opportunity for you to share and grow your skillset.Customer Care Consultants are responsible for providing technical and training assistance (where requested) directly to schools and are responsible for identifying issues through investigation and working closely with the IT/Development Team to find a resolution. Customer Care Consultants will also act as an overflow resource for the training team.Full ongoing training will be provided on Iris software services.About the job…• Establish good relationships with ParentMail customers and proactively encourage the use of our ParentMail system. • Manage ParentMail customers through their early life experience and engagement with the software.• To systematically train schools on the all ParentMail applications, including +PAY.• Provide assisted re-launch service for schools to increase parent adoption, where required.• To manage the schools until they start transacting.• Accurately record all customer engagements, capturing repeat issues, product suggestions etc. to drive overall improvement to the ParentMail/+PAY software.• Where customer queries require further investigation or IT Development support, to keep the customer informed via telephone (outbound call) or e-mail communication to resolution.• Respond in a professional manner to customer contact forms & e-mails from Schools, by taking ownership and ensuring satisfactory closure.• When required to assist with the registration, training of schools.• Make sure all training given is of the highest quality & standard• Systematically and logically investigate issues raised by our customers and resolve as efficiently and effectively as possibleAbout you…• Experienced in customer service, with a background in training customers over the telephone. • Demonstrable experience of engaging with and putting the customer first.• Skilled in encouraging and persuading customers to adopt technology.• Excellent verbal and written communication skills, with excellent telephone manner.• Disciplined management ability: caring about process, quality, setting and managing expectations.• Good planning & organising skills.• Ability to work under pressure in a fast pace and busy environment.•General IT knowledge sufficient to be able to identify the difference between system and application issues.• Ability to understand technical problems and requirements, explaining them using non-technical language• Excellent telephone manner.

Ability to work under pressure and in a busy environment.

Strong organisational skills with the ability to prioritise own workload.

Ability to keep documentation and internal processes up to date.•Knowledge of Microsoft Office package.•Strong verbal communication skills (charisma, persuasiveness)

Who are weIRIS Software Group is the largest privately held software company in the UK and 3rd largest in Europe.We provide business-critical software and services for accountants, schools, SMEs, corporates and non-profit organisations. Our solutions relieve the burden of compliance, while enabling productivity, facilitating collaboration and providing insight for UK organisations to connect and serve an increasingly new generation of customers.Why you should apply...At IRIS, we believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. To help with that, we offer the following:

Generous Holiday allowance

Private Medical healthcare

Life assurance

Pension

Competitive salary, bonus scheme and excellent benefits

Thank you for applying!If you do not hear back from the Talent team within 2 weeks of an application, unfortunately you have not been successful. Please do look out for new opportunities with IRIS Software Group in the future. Required skills

Connect

Customer Contact

Repeat

New Opportunities

Keyskills :
Connect Customer Contact Repeat New Opptunities