Customer Service and Administrative Representative

1 month ago

Andover, United Kingdom Cengage Group Full time

Cengage EMEA is seeking a Customer Service and Administrative Representative to join its collaborative and supportive Customer Service Team.

Cengage offers 23 days annual leave, rising to 26 after one years service, additional wellness days given at the companies discretion, private healthcare, company pension, annual eye care and flu vaccine vaccines and many more

Applications close date: Sunday 30th April 2023

Job Title: Customer Service and Administration Representative

Business Unit: Operations

Department: Customer Service

Reporting to: Customer Service Supervisor

Line Reports: None

Based: Hybrid/Andover Office

Date last reviewed: April 2023

Purpose:
Key Responsibilities:
Training will be provided to become acquainted with Cengage products and the different formats and delivery of both printed and digital products, which will enable effective customer service support and assistance in handling customer enquiries and processing orders and transactions:

- Providing prompt responses for daily price & availability, and order tracking enquiries to Customers and/or Cengage colleagues.
- Using Microsoft Office and other internal Cengage systems to perform and accomplish daily tasks.
- Using third party websites and portals to view and update order tracking and/or provisioning of digital products.
- Processing and entering of Customer orders, credits and returns in an efficient and timely manner directly into Cengage systems, with a focus on accuracy and ensuring we can meet the required deliverables.
- Processing special requests which require overriding of default terms and settings, whilst ensuring appropriate authorised approvals are adhered to and followed.
- Ensuring all enquiries/requests are acknowledged and confirmed as processed within agreed Service Levels
- Responding to Customer Returns Requests by validating sales and ensuring request falls within Company Authorised Return Policy.
- Filing (hard/soft copies), and maintaining good order of documents to enable prompt retrieval.
- Responding to customer enquiries and ensuring customer satisfaction, where further assistance is required co-ordinating and working collaboratively with others to find resolutions and ensuring follow up is carried out promptly.
- Handling customer complaints with empathy and understanding and ensuring line manager is informed of situations which may require further assistance.
- Capturing stats/activities and recording via Excel or other software, as required, via daily, weekly and/or monthly reports.
- Using excel or other software extracting and working with large data sets to assist with preparing customer returns requests, and/or in answering customer enquiries
- Providing support and assistance to peers and/or senior members of the Customer Operations Team as required
- Carrying out data update exercises ensuring input accuracy and attention to detail, as required.
- Working within the agreed service levels and deadlines, and making it known to line manager when conflicting priorities may impact meeting department goals and/or service levels.
- Following procedures in line with Company Policy and Auditing requirements.
- Adhering to the Company Code of Conduct and upholding the values of Cengage’s shared Ethos.

Skills Required:

- Communication Skills - both verbal and written, clear and concise with active and comprehensive listening, and the ability to use positive language, always maintaining professionalism and courtesy.
- Maths Skills - basic mathematical ability addition, subtraction, percentages.
- Organisation Skills - prioritising tasks, managing long term projects, adhering to schedules, and completing tasks ahead of deadlines.
- Time Management - managing time and distractions effectively, juggling tasks to ensure priorities are managed and maintaining high productivity levels whilst adhering to deadlines.
- Problem Solving - ability to evaluate Customer complaints/enquiries empathetically and provide support and resolutions.
- Flexibility - ability to adapt to new situations and handle unplanned changes calmly.
- Attention to Detail - ability to focus and avoid errors, no matter how small the task, and be able to perform it with accuracy and thoroughness.
- Accountability - owning a task and your performance on the task, displaying honesty and integrity.
- Resourcefulness - ability to manage different tasks and/or several tasks simultaneously, and to work on one’s own initiative researching or finding information which can aid colleagues and senior team when needed.
- Critical Thinking - ability/curiosity to observe and identify problems/opportunities to look for solutions or suggest changes to processes which may provide improvements or insight into flawed or out dated processes/situations.
- Team Player - being aware and responsive when the team needs a collective approach to achieve a goal, working professionally and positively as a group and always contributing your best efforts.
- To i

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