Customer Service Representative

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being.

Purpose:

The Customer Service Representative will work within our Customer Service Team covering all aspects of returns processing, order processing and customer enquiries. To provide a prompt, efficient, reliable and accurate service in a courteous manner via various channels, face to face, over the phone, or via emails and letters, using Microsoft office software and other internal Cengage systems to perform tasks within agreed service levels whilst working alone or as part of a larger group.

Learning all aspects to allow cover and support across the small team.

Key Responsibilities:

Training will be provided to become acquainted with Cengage products and the different formats and delivery of both printed and digital products, which will enable effective customer service support and assistance in handling customer enquiries and processing orders and transactions:

To assist in the preparation of approving returns requests. This involves checking sales details in our SAP ERP system and Legacy E1, validating the request falls within Company Authorised Return Policy. This will require excel spreadsheets to be completed with valid details from sales history.

Using Microsoft Office and other internal Cengage systems to perform and accomplish daily tasks.

Processing and entering of customer orders, credits and returns in an efficient and timely manner directly into Cengage systems, with a focus on accuracy and ensuring we can meet the required deliverables.

Processing special requests which require overriding of default terms and settings, whilst ensuring appropriate authorised approvals are adhered to and followed.

Ensuring all enquiries/requests are acknowledged and confirmed as processed within agreed Service Levels Capturing stats/activities and recording via Excel or other software, as the need arises, via daily, weekly and/or monthly reports.

Providing support and assistance to peers and/or senior members of the Customer Operations Team as required

Following procedures in line with Company Policy and Auditing requirements.

Adhering to the Company Code of Conduct and upholding the values of Cengage’s shared Ethos.

Skills Required:

Communication Skills - both verbal and written, clear and concise with active and comprehensive listening, and the ability to use positive language, always maintaining professionalism and courtesy.

Maths Skills – basic mathematical ability addition, subtraction, percentages.

IT Skills – use and good knowledge of Microsoft office, maintaining emails and calendars (Outlook) and working with spreadsheets (Excel) and documents (Word), with the ability to learn and adapt to new systems and effectively input data accurately and proficiently.

Organisation Skills – prioritising tasks, managing long term projects, adhering to schedules, and completing tasks ahead of deadlines.

Time Management – managing time and distractions effectively, juggling tasks to ensure priorities are managed and maintaining high productivity levels whilst adhering to deadlines.

Problem Solving – ability to evaluate Customer complaints/inquiries empathetically and provide support and resolutions.

Flexibility – ability to adapt to new…