Customer Service Representative (Maternity Cover)
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Taylor & Francis Group an Informa Business
Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.
Taylor & Francis is one of the world’s largest publishers of high-quality, peer-reviewed scholarly journals, books, e-books, and reference works. We empower learners, thinkers, and doers with trusted knowledge that advances research and enriches lives.
Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications.
Job Description
We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers.
The position reports to the Customer Service Manager and will work as part of a global team, collaborating to manage day-to-day business processes and end-to-end customer workflows liaising with other departments where appropriate.
What you'll be doing:
* Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practice.
* Take responsibility for the processing of invoices and quotes, responding appropriately and efficiently to queries, problems, and special requests from customers.
* Resolving product or service problems/queries by clarifying customer issues and determining the root cause of the problem.
* Review customer self-help portals and suggest new content or amendments to the relevant team.
* Managing day-to-day business processes, liaising with other departments where appropriate.
* Suggesting amendments to Standard Operating Procedures (SOP).
* Maintaining knowledge of department policies, processes, procedures, and systems used.
* Providing support to team members.
* Active participation in meetings, expressing your viewpoint and recognising others.
* Using Salesforce to manage customer contacts and workflow in line with the SOP.
* Using SAP/Salesforce to manage orders/invoicing.
* You achieve personal objectives and work to agreed KPI’s and targets including quality assurance.
Qualifications
What we're looking for:
* Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
* Previous Customer Service experience, minimum of one year preferably in an office.
* Experience of working to KPI’s/SLA’s.
* Excellent problem-solving skills driven by a desire to reach a satisfactory outcome for the customer.
* A good standard of Education including English and Maths.
* Experience of using Microsoft Office and CRM systems would be ideal.
Skills and Behaviours Required
* A determination to drive for results and effective time management skills.
* Creative thinking ability with proven problem-solving skills.
* Excellent verbal and written communication skills.
* Great attention to detail, maintaining accuracy and speed.
* The ability to work under pressure to deadlines with minimal supervision.
* An effective team player, building good working relationships.
* Ability to work on your own initiative, organising own workload under supervision.
* Self-driven to continuously improve performance.
What we offer in return:
* An excellent work/life balance with a flexible working culture and hybrid working from home and office.
* 25 days annual leave plus an extra day off each year for your birthday.
* 3 additional discretionary days for Christmas each year.
* 4 paid volunteering days each year.
* Employee assistance programme offering 24/7 well-being support.
* Share Match plan that matches every share purchased with two free shares.
* Pension scheme.
* Life assurance, plus optical and medical care.
What you should know:
* This role will be balanced, with 3 days per week being office based. You must be based within a commutable distance of our office in Milton Park, Oxfordshire or Colchester, Essex.
* You must have the right to live and work in the UK.
* Closing date for applications: 21 March 2025
Training And Professional Development:
We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals.
Interview process:
Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video screening exercise.
Being 'you' at Taylor & Francis:
We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self.
Taylor & Francis is proud to be an Equal Opportunity Employer.
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