Customer Service Representative

4 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Taylor and Francis Full time
Job Description

We are seeking a highly skilled and motivated Customer Service Representative to join our team at Taylor & Francis. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service to our internal and external customers.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, live chat, and in-person, resolving issues in a timely and professional manner.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner, ensuring customer satisfaction and resolving any issues that may arise.
  • Resolve product or service problems by clarifying customer issues, determining the root cause of the problem, and selecting and explaining the best solution to the customer.
  • Review customer self-help portals and suggest new content or amendments to the relevant team.
  • Manage day-to-day business processes, liaising with other departments as needed.
  • Suggest amendments to Standard Operating Procedures (SOP).
  • Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
  • Provide support to team members and actively participate in meetings, expressing your viewpoint while recognizing and listening to others.
  • Suggest improvement ideas and assist with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
  • Use Salesforce to manage customer contacts and workflow in line with the SOP.
  • Use SAP/Salesforce to manage orders/invoicing.
Requirements:
  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous customer service experience, minimum of one year preferably in an office.
  • Experience of working to KPIs/SLAs.
  • Excellent problem-solving and initiative skills driven by a desire to reach a satisfactory outcome for the customer.
  • A good standard of education including English and Maths.
  • Experience of using Microsoft Office and CRM systems would be ideal.
What We Offer:
  • An excellent work-life balance with a fantastic, flexible working culture and hybrid working from home and office.
  • 25 days annual leave per year plus an extra day off each year for your birthday.
  • 3 additional discretionary days for Christmas each year.
  • 4 paid volunteering days each year.
  • Employee assistance programme - Offering 24/7 well-being support.
  • Share Match - Plan that matches every share purchased with two free shares.
  • Pension scheme.
  • Life assurance, plus optical and medical care.
Interview Process:

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video screening exercise to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we'd then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible.

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need.

Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity in people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self.

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