Customer Service Administrator

4 days ago

Wokingham, United Kingdom Kaplan UK Full time

Location: Wokingham Reports to: UK Sales Manager, Kaplan Publishing

**Kaplan Publishing is a market-leading provider of approved study materials for**

**accountancy and finance courses, supplying publications and learning resources to**

**training providers and educational institutions all over the world. We are currently**

**looking for a Customer Service Administrator to join our specialised team and require**

**someone with a customer-focused approach, who is quick to acquire product**

**knowledge and has the ability to communicate with students and tutors alike.**

**Primary Objectives**:

- Provide external clients with high quality service and ensure customer satisfaction in

order to protect market share
- Process orders and respond to queries promptly and accurately to deliver desirable

outcomes to customers
- Ensure that all customer communications are delivered within the timeframes and to

the standards set within KPIs.

**Responsibilities**:
**Customer service**
- Process orders and returns requests on a daily basis, with accuracy and attention to

detail

team members or other parts of the business where necessary
- Plan and manage personal workload to ensure that priority is given to urgent or

important queries
- Where required, calculate freight and other additional costings and work with external

suppliers to maintain high levels of service
- Optimise customer service and customer satisfaction to promote both the Kaplan and

Osborne brands

**Communication**
- Liaise with the rest of the team and sales staff to ensure that customer needs are met

in a timely and effective manner
- Provide customers with accurate and detailed information regarding order and query

progress
- Communicate with both the internal despatch team and couriers to seek solutions to

customer issues
- Work effectively with other members of the team to solve arising issues

**Organisation and time management**
- Manage and prioritise workload to ensure that all deadlines set are reached
- Keep detailed records of all customer communication for future use
- Plan effectively to allow for a variety of daily tasks
- Attend training to develop relevant knowledge, techniques and skills.

The post holder will, in addition, carry out any other duties as are within the scope, spirit and

purpose of the job as requested by their line manager or senior manager. As business

requirements change, the job description will evolve.

**Person Specification**:

- Communication skills - liaising with customers in both written and oral form
- Organisation skills - maintaining records and meeting deadlines
- Customer Focus - understanding the needs of both potential and existing customers
- Managing workload effectively, showing sound time management and prioritization
- Natural enthusiasm and self-motivation
- A desire to learn quickly and take an interest in the market

orientation, gender reassignment, religion or belief, marital status, or pregnancy and

maternity. If you require any adjustments or additional support within the recruitment

process, please contact us directly.

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