Customer Service Agent
7 days ago
Customer Service Agent HarperCollins Publishers
Employment Type Contract 2 Year Fixed Term Contract
Team Customer Services
Seniority Junior
+ Closing:4:46pm, 26th Oct 2025 GMT
Perks and benefits
Work from home option
Healthcare
Retirement benefits
Wellness programs
Employee Assistance Programme
Enhanced maternity and paternity leave
Extra holiday
Professional development
Mentoring/coaching
Paid volunteer days
Flexible benefits scheme
Cycle to work scheme
8.66 (31596)
**Job Description**:
Customer Service Agents play a key role in our team to manage a range of enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.
Key tasks and accountabilities
+ Processing orders and taking calls from our customers when needed
+ Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
+ Enhancing customer service experience wherever possible
+ Keeping accurate records and documenting customer service actions
+ Managing volumes to achieve daily department SLA’s
Experience required
+ Proven work experience in a similar type of role focused on customer service
+ Excellent knowledge of management methods and techniques
+ Experience working closely with clients and customers
+ Experience handing customer issues and complaints professionally and efficiently
Skills required
+ Enthusiasm and proactive
+ Complaint resolution
+ Work collaboratively with relevant stakeholders
+ Organised and efficient
+ Resilient and able to work under pressure
+ Results and targets focused
**Benefits**:
+ Hybrid working model (4 days in the office)
+ 27 days holiday plus bank holidays
+ Private healthcare cover and life assurance
+ Summer Hours
+ Free access to HeadSpace, employee assistance programme (24 hour helpline), mental health first aiders, and a wellbeing portal
+ Employee networks: HC All In (open forum), Elevate (for ethnic minority colleagues), HarperParents, Menopause at Work, Pride at HC, Social Mobility Network and Neurodiversity at Work
+ Unlimited training on our Learning and Development portal
+ Virtual GP and eyecare vouchers
+ Gym membership discount
+ Charitable donation matching and 2 volunteering days
+ We’re a certified Carbon Neutral company
+ Free e-books and audiobooks, newspaper subscriptions and discounts on books
+ Subsidised canteen and retail discounts
+ Onsite prayer room
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