Due to a promotion internally, Troubador Publishing is looking for a personable and organised Customer Services Assistant to join our growing Customer Services team. Tasked with administrative responsibilities, you’ll be the first point of contact for prospective and current authors and you’ll be assisting both authors and the wider team with essential administrative tasks.
This role would see you engaging with and helping our authors daily over the phone, email and sometimes in person. Reporting directly to the Customer Services Manager, this role forms an important part of the Customer Services team and is crucial to our authors feeling like they have experienced great customer service with us. Our office and warehouse facilities in Market Harborough are geared up to help our authors have the best possible publishing experience, and you’ll be one of the first people that they talk to when they make first contact and will continue to speak directly with them throughout their publishing journey with us.
Responsibilities
Key responsibilities will include:
* Being the first point of contact on the main phone line. This will involve answering the main switchboard and either answering questions if possible or routing the call to the appropriate person.
* Responsible for guiding all authors through our contract renewal process when their books are due either for discontinuation or renewal.
* Assisting authors with any post-publication and stock queries.
* Sending out royalty statements and answering royalty queries from authors.
* Logging book sales from retailers in our internal system to feed directly into author royalty statements.
* Carrying out initial author consultations with prospective authors and, in time, producing quotes and contracts for authors looking to publish with us.
* General reception duties such as meeting and greeting visitors, distributing post and ensuring our reception area is maintained to a high standard.
* Supporting the wider Customer Services team with setting up new customers on our internal systems correctly, so they are ready to proceed through the publishing process.
* Organising and completing administration for the regular author events held at our offices.
* Other office administration as and when required.
Requirements
Key requirements are:
* Excellent customer service skills
* Confidence on the phone
* An ability to prioritise and multi-task
* High level of efficiency
* Superb organisational skills
* A team player
* Strong computer skills
Job Types: Full-time, Permanent
Pay: From £24,000.00 per year
Benefits:
* Casual dress
* Company pension
* Free parking
* On-site parking
* Sick pay
Schedule:
* Monday to Friday
Work Location: In person
Reference ID: Customer Services Assistant
Expected start date: 31/10/2024
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