Customer Service Advisor

2 weeks ago

Enfield, United Kingdom Response Personnel Full time

Customer Service Advisor to look afterthe administration for a busy department.

e-book and database order processing and other support tasks ensuring continuous high level of service and satisfaction for internal and

external customers through adherence to workflows, SLAs and best practice. Reporting and analysing Tableou

KPI reporting detailed below.

Primary Responsibilities

Order Processing (E-books and databases)
- Maintain a high level of coding/quality of processing for e-books and database orders striving for 100%

accuracy and meeting SLA’s for delivery of order processing requirements
- Support with the project of e-books and databases transfer to ENET.

Customer Service Support
- Upon request handle the claims process for print issues validating claims through investigation,

communicating with publishers and updating systems for both customer facing and internal knowledge

base data
- Set up customer accounts including EDI invoicing
- Promptly handle all high-volume administrative routine activity and ad-hoc tasks to support the

Customer Service Teams
- Complete routine audits for quality assurance and participate in analysis of various reporting on key

activities
- Handle troubleshooting and required corrections reporting back on quality issues eg. credit requests
- Track progress of outstanding work daily
- Review upcoming workloads and pipeline business in preparation for seasonal variation eg. quarterly

sales targets
- Be a key participant in workflow discussions identifying opportunities to improve procedures and service
- Be customer focused
- The ability to plan and be organsied

Job Specifics for the role
- Ability to work with different tools and systems and mutli task
- Good literacy and numeracy skills
- Must have good attention to detail
- Proficient data entry and processing skills
- Previous experience working in a Customer Service environment
- Work under pressure and to deadlines
- The ability to plan and be organsied
- Between £24,000 to £26,000 per annum
- 22 days holiday
- Workplace pension scheme (available after 3 months’ service)
- Death in service benefit (available after successful completion of probation period)
- Health Shield (Healthcare medical cash plan scheme after completion of successful probation period)
- Hours - 37.5 per week - Hybrid working normally minimum of 2/3 days per week after a successful training/probation period as could be required to work at least 4 days in the office during this period and thereafter at least 2/3 days in the office possiblyup to 3 months or maybe longer dependant on how well the new employee picks up the role

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