Customer Service Representative (Hybrid - 1x weekly on site)

We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.

This role will be mainly home based, with 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Oxfordshire or The Octagon, Colchester.

Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by…

• Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies/procedures, KPI's 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 invoices and quotes, working precisely and carefully. Responding appropriately and efficiently 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.


• Providing support to team members.


• Active participation in meetings, expressing your viewpoint but also recognising 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 KPI's and targets including quality assurance.
  
  Previous office based Customer Service experience, including evidence of success managing customer queries received via phone, email, live chat and in person through to resolution


• Experience of success working to KPI's/SLA's.


• Excellent problem solving and initiative skills driven by a desire to reach a satisfactory outcome for the customer


• Experience of Microsoft Office and proven ability to acquire technical and systems knowledge.


• A good standard of Education including English and Maths.


• Experience of using a CRM system would be ideal.
  
  Taylor & Francis Group an Informa Business


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 is one of the world's largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we've been doing this in an unbroken arc since 1798.

Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that's the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we'd love to hear from you., We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. 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. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn 'Life' Page, highlighting our accomplishments, employees, and company culture. It's also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8


• An excellent work/life balance with a fantastic, flexible working culture.


• 25 days annual leave per year


• 3 additional discretionary days for the holiday season at the end of the 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.


What you should know:

This role will be mainly home based, with 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Oxfordshire or The Octagon, Colchester.

You must have the right to live and work in the UK.