Customer Service Senior Specialist

3 weeks ago

Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full time
Job Description

This role involves working closely with a dedicated global renewals and retention team to provide exceptional customer service, ensuring the retention of existing customers and maintaining an ongoing revenue stream in line with company practices and procedures.

Key Responsibilities:

  • Manage annual renewals for non-sales deal accounts within the US region, providing support and bespoke renewal offerings to accommodate customer budgets and optimize renewal revenue.
  • Develop strong, sustainable relationships with customers through health checks and outbound retention telephone calls, using denial data and discount structures to minimize cancellations and maximize retention.
  • Respond to customer queries daily via Salesforce email, live chat, or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner, investigating outstanding and unallocated payments and organizing the application of payments.
  • Liaise with the Agent team to follow up on lapsed subscriptions and payments, ensuring customers are responded to in a professional and timely manner.
  • Manage cancellation requests to reduce the risk of cancellation within specified SLAs, using the agreed discount structure and denial data.
  • Maintain Salesforce by updating customer details accurately and documenting all account ownership.
  • Provide monthly reporting from the region, outlining performance, activity, and trends in the region.
  • Contribute to enhancing service levels and customer experience throughout all touch points, delivering the best customer experience.
  • Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area.
  • Meet all turnaround times, daily/weekly targets, and quality expectations, managing own workload, including prioritization.
  • Review customer self-help portals and suggest new content or amendments to the relevant team.
  • Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
  • Participate actively in meetings, expressing your viewpoint while recognizing and listening to others.

Requirements:

  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous experience within Retention or Account Management is essential, building customer relationships and managing complex/challenging customer issues.
  • Strong analytical capabilities and advanced Excel skills for reporting.
  • Experience using CRM/SAP systems is desirable.

Skills and Behaviours:

  • Strong written, verbal skills in English and Spanish, including strong telephone skills to communicate clearly and concisely via email, telephone, and live chat.
  • Determination to drive results and effective time management skills.
  • Customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions.
  • Confident communicator with a focus on listening and acute attention to detail, able to quickly build internal and external relationships and handle customer complaints.
  • Critical and creative thinker, seeking opportunities to deliver improvements.
  • Self-motivated and energetic, able to work independently under pressure to deadlines with effective time management skills and minimal supervision.
  • Effective team player, able to build and maintain good working relationships while retaining a positive and flexible attitude.

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