Customer Service Representative
1 month ago
We are seeking a highly skilled Customer Service Specialist to join our Global Customer Service Department. As a key member of our team, you will be responsible for providing exceptional customer service to our internal and external customers, working closely with the Customer Service Manager to achieve departmental objectives.
Key Responsibilities- Resolve customer queries via phone, email, live chat, and in-person, ensuring timely and professional resolution in line with policies, procedures, KPIs, and Customer First training best practices.
- Respond to customer queries via the daily retention queue, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
- Support the monitoring of retention campaign performance, perform data cleansing, and report regularly to identify opportunities for improvement.
- Manage and process orders, invoices, quotes, returns, and claims using SAP/Salesforce, responding to customer queries, problems, and special requests.
- Resolve product or service problems/queries by clarifying customer issues, determining root causes, and selecting the best solution.
- Review customer self-help portals and suggest new content or amendments to the relevant team.
- Create and update Standard Operating Procedures (SOPs) or suggest amendments to relevant teams.
- Contribute to the achievement of department goals by assisting with all types of work across the department, working effectively with the team to achieve individual, team, and departmental objectives.
- Fluent English and Japanese (JLPT N1 or equivalent level) language skills required.
- Experience with Microsoft Office, including advanced Excel skills.
- Previous Customer Service experience, preferably with more than one year experience in an office environment.
- Skills in retention.
- Experience of working with KPIs/SLAs.
- Understanding of the role of related departments and having a range of contacts outside and within Customer Service.
- A solid grasp of process and product-related issues and can effectively answer most customer questions without difficulty.
- Intermediate knowledge of SAP and Salesforce.
Taylor & Francis is a leading business that cares about its colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable, and we want you to have the opportunity to develop your abilities and innovate in areas you are passionate about.
We offer a range of benefits, including an excellent work/life balance, flexible working culture, 20 days annual leave, 4 paid volunteering days, and an employee assistance programme. We are proud to be an Equal Opportunity Employer, valuing diversity of people and thought, and fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.
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