Customer Experience Advisor

5 days ago

Milton Keynes, Milton Keynes, United Kingdom Taylor & Francis Group Full time
Job Description

Taylor & Francis Group: A Leading Academic Publishing Business

We are a global leader in academic publishing, business intelligence, knowledge, and events. Our mission is to foster human progress through knowledge, and we achieve this by creating unique content and connectivity for our customers worldwide.

As a Customer Experience Advisor, you will be an integral part of our global department, providing outstanding customer service to our internal and external customers. Your primary responsibility will be to take ownership of customer queries received via various channels, including phone, email, live chat, and in-person interactions, and resolve them in a timely and accurate manner.

Key Responsibilities
  • Take ownership of customer queries and resolve them in line with policies, procedures, and KPIs.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner.
  • Resolve product or service problems by clarifying customer issues, determining the root cause, and selecting the best solution.
  • 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.
  • Provide support to team members and suggest improvement ideas to enhance customer satisfaction, productivity, and cost reduction.
  • Use Salesforce and SAP/Salesforce to manage customer contacts and workflow.
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 environment.
  • 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.
  • Creative thinking ability with proven problem-solving skills.
  • The ability to work under pressure to deadlines with minimal supervision.
  • An effective team player, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.
  • Ability to work on your own initiative, organizing your own workload under supervision.
  • Self-driven to continuously improve performance.
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, matching every share purchased with two free shares.
  • Pension scheme.
  • Life assurance, plus optical and medical care.

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