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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Taylor & Francis Group. As a key member of our global customer support department, 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/queries 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.
- 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 SOP.
- Use SAP/Salesforce to manage orders/invoicing.
- 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.
- 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.
We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support, and coaching that will get you where you want to be.
