Senior Customer Service Representative

4 months ago

Kingston upon Thames, United Kingdom Wolters Kluwer Full time

Our Company Values are at the heart of everything that we do. The Senior Customer Service Representative is responsible for ensuring that customer queries are dealt with quickly and efficiently whilst ensuring the highest standards of service are provided to our customers.

The Senior Customer Service Representative will work closely with the Customer Service Team Leader and other members of the team, as well as collaborating with other colleagues both within the Finance Department and other parts of the business. The ability to prioritise cases effectively, whilst meeting Key Performance Indicator targets and deadlines is a key part of the role.

ACTIVITIES:

- Deliver on the agreed targeted KPI’s and SLA’s to ensure the best possible customer experience Proactive account reviews with Account Managers
- Ownership of Customer Accounts, including the following activities:

- Inbound query resolution
- Proactive contract reviews
- Regular contact with Account Managers to discuss Customer Accounts

MAINTAINING CUSTOMER CONTACTS:

- Bespoke contract creation
- Cancelling contracts
- Correcting billing errors
- Data entry

Excellent customer service skills and a high level of attention to detail are required, alongside the ability to work quickly and accurately. You should also possess good IT skills, including Microsoft Excel. A prior knowledge of SAP and / or SalesForce/SFDC would be an advantage, however full training will be provided.

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