Customer Services Representative

Informa is a leading academic publishing business intelligence knowledge and events business creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality peer reviewed books and journals. We produce unique trusted content by expert authors spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding providing academics and professionals with a platform to share ideas and realize their individual potential.

Job Description

Our Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers.

This role will be blended-working; youll work 2 days a week from home and 3 days in our Milton Park Abingdon UK office. Due to the on-site requirement we are only considering candidates who are in a close proximity and commutable distance to our office in Oxfordshire.

What youll be doing:

• Taking ownership of customer queries received via phone email KPIs and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders invoices quotes in a timely and accurate manner responding appropriately and swiftly to queries problems and special requests from customers accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues determining the root cause of problem selecting and explaining the best solution to the problem expediting corrections/adjustments and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies processes procedures and systems used developing an internal network to increase knowledge.
• Active participation in meetings expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and work to agreed KPIs and targets including quality assurance.

In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager.

Qualifications :

What were looking for:

• Previous Customer Service experience preferred.
• Experience working to accomplish KPIs/SLAs.
• Able to multi-task and work on multiple systems/programs efficiently
• Problem-solving skills
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention to detail maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office and Microsoft Excel
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm

Additional Information :

What were offering in return:

• 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 that matches every share purchased with two free shares.
• Pension scheme
• Life assurance plus optical and medical care.

Work/life balance: At Taylor & Francis we care about our colleagues promoting work-life balance wellbeing and flexible working. You will be joining a thriving business working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities and to innovate and develop in areas which you are passionate about.

Training And Professional Development: Were passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. Well support you in your journey by working together on your own bespoke Taylor & Francis Development Plan ensuring you have the resources tools support and coaching that will get you where you want to be.

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