Customer Service Senior Specialist- Retention - Spanish Speaking
* Full-time
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.
This position involves working with a dedicated global renewals and retention team; an integral part of the department providing outstanding customer service to help retain existing customers, and to ensure an ongoing revenue stream in accordance with Company practice and procedures. You will be managing the annual renewals for non-sales deal accounts within the US and South America regions, providing support and bespoke renewal offerings to accommodate customer budgets to optimize renewal revenue and ensure first-rate customer satisfaction.
You will be communicating with our customers in both English and Spanish, so strong written and verbal Spanish language skills are essential.
Location:
The successful candidate will be able to utilize our balanced working model. We ask that candidates live within a commutable distance to ensure that as a balanced worker they can make it to our office in Milton Park, Oxfordshire, to collaborate as required. Time spent in the office is likely to range from 10%-80% of working hours, with a minimum of 1 day a week in the office.
Closing Date: Applications will close on 25th October 2024.
What you’ll be doing:
* Actively drive and close renewals for assigned accounts in the US region by developing strong, sustainable relationships via health check and outbound retention telephone calls.
* Respond to customer queries daily via Salesforce email, live chat or telephone calls in a timely and professional manner.
* Take responsibility for the processing of orders, invoices, quotes, returns and claims in a timely and accurate manner.
* Liaise with the Agent team to follow up on lapsed subscriptions and payments.
* Manage cancellation requests to reduce the risk of cancellation within specified SLA’s.
* Maintain Salesforce, by updating customer details accurately in a timely manner.
* Provide monthly reporting from the region, outlining performance, activity and trends.
* Contribute to continually enhancing service levels and customer experience throughout all touch points.
* Support the Renewals & Retention Team or other colleagues as required.
* Meet all turnaround times, daily/weekly targets, and quality expectations.
* Review the customer self-help portals and suggest new content or amendments.
* Maintain knowledge of department policies, processes, procedures, and systems used.
* Active participation in meetings, expressing your viewpoint but also recognising and listening to others.
What we’re looking for:
* Strong written, verbal skills in English and Spanish.
* Previous experience within Retention or Account Management is essential.
* Strong analytical capabilities and advanced Excel skills for reporting.
* A determination to drive for results and effective time management skills.
* Must be extremely customer-focused with a passion to exceed expectations.
* A confident communicator with a focus on listening and acute attention to detail.
* A critical and creative thinker, who seeks opportunities to deliver improvements.
* Must be self-motivated and energetic; able to work independently under pressure.
* An effective team player, with the proven ability to build and maintain good working relationships.
* Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
What we offer in return:
* An excellent work/life balance with a fantastic, flexible working culture.
* 25 days annual leave per year plus an extra day off for your birthday.
* 3 additional discretionary days off during the holiday season.
* 4 paid volunteering days each year.
* Company funded single cover private medical insurance.
* Employee assistance programme – offering 24/7 well-being support.
* Share Match – Plan that matches every share purchased with two free shares.
* Life assurance, plus optical and medical care.
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.
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 interview.
Taylor & Francis Group an Informa Business
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.
Being Yourself at Taylor & Francis
If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above.
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