Customer Service Support Specialist

5 days ago

Enfield Town, Greater London, United Kingdom EBSCO Information Services Full time
Job Title: Senior Customer Service Support Specialist

EBSCO Information Services is seeking a highly skilled Senior Customer Service Support Specialist to join our Operations Service Support team. In this role, you will be responsible for managing and processing e-book and database orders, as well as various other support tasks.

Key Responsibilities:
  • Ensure timely and accurate processing of e-book and database orders, adhering to SLAs for order fulfillment and maintaining a high level of service delivery.
  • Generate and provide service-related reports as requested, using various in-house systems, including Tableau. Support ongoing projects, such as the migration of e-books and databases to the ENET platform.
  • Facilitate the creation and setup of new customer accounts, ensuring all information is correctly recorded and maintained.
  • Assist the Customer Service team with high-volume, routine administrative tasks, as well as ad hoc requests that may arise during busy periods.
  • Manage the claims process for print-related issues by investigating claims, liaising with publishers, and ensuring accurate updates to internal systems and customer records.
  • Provide direct customer support by handling claims inquiries, publisher updates, and other communications with external partners.
  • Perform regular audits to ensure quality standards are met. Analyze audit results and create reports on key activities to identify areas for improvement.
  • Offer training and ongoing support to internal teams and customers, helping them navigate systems, processes, and troubleshooting issues.
  • Handle troubleshooting activities related to order issues or system errors, and address quality concerns such as credit requests, reporting findings to the relevant teams for corrective action.
Requirements:
  • Proficient in Microsoft Applications: Advanced knowledge of Excel, Word, and Outlook, with the ability to efficiently use these tools to manage orders, analyze data, and communicate effectively.
  • Effective Communication Skills: Excellent written and verbal communication abilities, ensuring clear and professional interactions with both internal teams and external customers.
  • Organizational and Planning Skills: Strong capability to prioritize tasks, manage time effectively, and organize workloads, ensuring that all orders and customer requests are handled promptly and in line with SLAs.
  • Attention to Detail: A keen eye for detail, ensuring accuracy in order processing, reporting, and all customer-related tasks.
  • Problem Solving and Decision-Making: Ability to troubleshoot issues, identify solutions, and make informed decisions to resolve customer service challenges and streamline operations.
Desirable Skills:
  • Experience with Tableau: Familiarity with Tableau or other reporting tools to generate, analyze, and interpret KPI data.
  • Customer-Focused Mindset: A strong commitment to providing excellent customer service, with a proactive approach to identifying and meeting customer needs.
  • Team Collaboration: Ability to work effectively within a team, supporting colleagues and contributing to overall service improvements.
Experience:
  • Customer Service Background: Proven experience in a customer service or support role, demonstrating the ability to manage customer inquiries and deliver high levels of satisfaction.
  • Data Entry and Processing Expertise: Strong skills in data entry and order processing, with a focus on accuracy and efficiency.
  • Deadline-Oriented: Experience working in a fast-paced environment, successfully meeting tight deadlines while maintaining quality standards.
  • Attention to Detail: Demonstrated ability to perform tasks with high precision, ensuring accuracy in all aspects of customer service and order management.

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