Customer Service Agent

6 months ago


Glasgow, United Kingdom HarperCollins Full time

**Job Purpose**

To deliver outstanding levels of service to customers and clients through the efficient processing of orders and enquiries regardless of source or media.

**Key Responsibilities/Accountabilities**
- Processing of orders from customers and clients via a variety of media maintaining accuracy and efficiency and completing the tasks in line with agreed Service Level Agreement
- Answering of enquiries from customers and clients via a variety of media in line with agreed Service Level Agreement with a concentration on ‘first contact resolution’ in an appropriate style
- Complete associated administrative tasks associated with orders, enquiries, deliveries and invoices
- Meet targets set by and regularly reviewed by the business to ensure the efficient and cost effective running of the department
- Ability to be able to support any area of the business, with a view to ensuring that the whole Customer Service team hits their targets.
- Operate Customer Relation Management (CRM) system

**Core competency requirements/Person Specification**

**Essential**

Experience of working in service led environments
- Managing and Delivering Performance_
- Delivers results to target within timescales and within departmental behaviours
- Ability to focus on accuracy and delivering a high standard of work

Valuing Others
- Experience of building relationships and rapport with customers and colleagues to deliver excellent service
- Experience of working in teams with shared targets and goals
- Customer/Client Focus_
- Experience of delivering great service both verbally and in writing
- Ability to meet the needs of clients and customers in line with HCP values and service focus
- Planning and organising_
- Ability to prioritise and plan their daily workload, where appropriate
- Communicating and Responding_
- Ability to communicate concisely and clearly to colleagues and customers
- Ability to form a persuasive argument to colleagues based on a customer’s commercial or brand importance value
- Commercial Competence_
- Ability to think about costs in relation to a particular service activity

**Desirable**

Educated to a GCSE or Standard Grade level or equivalent

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Store discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Application question(s):

- What is your current notice period?
- Please advise your salary expectations.
- Please advise your level of knowledge of Microsoft Excel.

Work Location: In person


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