Customer Service Support Specialist

5 days ago

Enfield Town, Greater London, United Kingdom EBSCO Information Services Full time

About EBSCO Information Services

EBSCO Information Services is a leading provider of research solutions, offering a comprehensive range of e-journals, e-books, and research databases. Our mission is to empower users with relevant and reliable information, transforming lives through knowledge.

Job Summary

We are seeking a highly skilled Senior Customer Service Support Specialist to join our Operations Service Support team. As a key member of our team, you will be responsible for managing and processing e-book and database orders, ensuring a seamless experience for both internal and external customers.

Key Responsibilities

  • Order Processing: Ensure timely and accurate processing of e-book and database orders, adhering to Service Level Agreements (SLAs) for order fulfillment and maintaining a high level of service delivery.
  • KPI Reporting: 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.
  • Customer Account Setup: Facilitate the creation and setup of new customer accounts, ensuring all information is correctly recorded and maintained.
  • Administrative Support: Assist the Customer Service team with high-volume, routine administrative tasks, as well as ad hoc requests that may arise during busy periods.
  • Claims Handling: Manage the claims process for print-related issues by investigating claims, liaising with publishers, and ensuring accurate updates to internal systems and customer records.
  • Customer Communication: Provide direct customer support by handling claims inquiries, publisher updates, and other communications with external partners.
  • Quality Assurance Audits: Perform regular audits to ensure quality standards are met. Analyze audit results and create reports on key activities to identify areas for improvement.
  • Support and Training: Offer training and ongoing support to internal teams and customers, helping them navigate systems, processes, and troubleshooting issues.
  • Troubleshooting and Quality Control: 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.

Remuneration and Company Benefits

  • 37.5 hours per week
  • Days holiday
  • Profit Share
  • Workplace pension scheme (available after 3 months' service)
  • Cycle to work scheme

Skills and Essential 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.

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