Customer Service Representative

2 months ago


Singapur, Singapore Taylor & Francis Full time

Job Summary

Taylor & Francis is seeking a highly skilled Customer Service Representative 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 our Customer Service Manager to ensure seamless delivery of our services.

Key Responsibilities

  • Provide timely and effective responses to customer inquiries via phone, email, live chat, and in-person interactions.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner, ensuring high levels of customer satisfaction.
  • Resolve product or service problems/queries by clarifying customer issues, determining root causes, and selecting the best solutions.
  • Collaborate with other departments to ensure seamless delivery of our services.
  • Develop and maintain knowledge of department policies, processes, procedures, and systems used.
  • Participate in meetings, expressing your viewpoint while recognizing and listening to others.
  • Contribute to the development of Standard Operating Procedures (SOPs) and suggest improvements to increase customer satisfaction, productivity, and efficiency.
  • Utilize Salesforce and SAP/Salesforce to manage customer contacts and workflow in line with SOPs.
  • Achieve personal objectives and work to agreed KPIs and targets, including quality assurance.

Requirements

  • Experience with Microsoft Office (advanced Excel) and proven ability to acquire technical and system knowledge.
  • Previous customer service experience, preferably with more than one year in an office environment.
  • Experience working with KPIs/SLAs.
  • Excellent verbal and written communication skills in English, with the ability to communicate clearly and concisely with English-speaking stakeholders.
  • 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.
  • Self-driven to continuously improve performance.
  • Experience in SAP and Salesforce preferable.

What We Offer

  • An excellent work/life balance with a fantastic, flexible working culture.
  • 20 days (pro-rata for first year) annual leave per year, plus an extra day off for your birthday.
  • 4 paid volunteering days each year.
  • Under the local company's healthcare insurance plan with an option for the participation of other family members at the employee's expense.
  • Employee assistance programme – offering 24/7 well-being support.
  • Performance bonus.
  • Share Match – plan that matches every company share purchased with two free shares.
  • Annual health screening, optical, and dental care.

Location

  • This role is open to candidates in all locations across Singapore, and you must have the right to work and live in Singapore.
  • This role is based in Singapore, with flexible hybrid working options for how employees can work based on their role.
  • Relocation support is not provided for this role.


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