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Customer Service

5 months ago

Enfield Town, United Kingdom The Recruitment Group Full time

We are looking for a Customer Services Operations Support exec based in Enfield / North London, job description attached. The main details are as follows:
**Remuneration/Benefits**
- 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

**Role Mission**:
Senior and specialist in the Operations Service Support team responsible for handling, e-book and database order processing and other support tasks ensuring continuous high level of service and satisfaction for internal and external customers through adherenceto workflows, SLAs and best practice. Reporting and analysing Tableou KPI reporting detailed below.

**Job role**:
**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

**Reporting of KPI mectrics**
- Reporting and analysing tableou the following KPI reporting to CSM - Jets claiming, claims per publisher, and any other service related requested reports upon request.
- Support with analyising tableau reporting for DDE pipine business, DDE renewals reporting and present to CSM.
- 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

**Overview**:

- 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 organised.