Customer Services Assistant

2 weeks ago

Market Harborough, United Kingdom Troubador Publishing Ltd Full time

Troubador Publishing is looking for a personable and organised Customer Services Advisor to join our growing Customer Services team. Tasked with being an author's first point of contact and working with them to decide what self-publishing services they need, this role is crucial for the growth of Troubador and an author’s publishing journey starting off on the best possible foot.

**Responsibilities**
- Working directly with authors to understand their publishing objectives and guide them on the services they require accordingly
- Process the contracts of those that decide to use Troubador’s self-publishing services
- Act as an authority on the details of how we work, be that explaining the publishing process to an author or helping a team member internally to navigate a problem
- Working independently to ensure that those authors who contact us receive the best possible service and are quoted accurately according to their requirements
- Liaising directly with printers to procure a quote for an author’s project
- We run multiple events a year, both online and in person. You’ll be at the forefront of the organisation of these events working with your colleagues to ensure that authors get the most out of them possible. There is also scope for you to lead the organisation of these events in future.
- Working with the wider Customer Services team to ensure any new customers are set up on our internal systems correctly and ready to proceed through the publication process.

**Requirements**:

- Excellent customer service skills
- The ability to navigate complex conversations with authors and educate them on the spot
- Attention to detail
- Confidence on the phone and in person
- High level of efficiency
- Excellent organisational skills
- A team player

**Nice to haves**
- Previous experience using Customer Relationship Management (CRM) systems like HubSpot.

**Salary**: £23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Flexitime
- Free parking
- Gym membership
- On-site parking
- Sick pay
- Transport links

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Market Harborough: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 3 years (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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