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Description Overview Taylor & Francis Group is part of Informa, a leading academic publishing, business intelligence, knowledge and events business. Informa 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. Our purpose is to foster human progress through knowledge. Job Description We are looking to welcome a Customer Service Representative to join our Global Customer Service Department. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Team Leader. Closing Date: Applications will close on Friday 31st October 2025. Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity. What you'll be doing 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. 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. Reviewing the customer self-help portals (where they exist) and suggesting new content or amendments to the relevant team to improve customer satisfaction, increase productivity or reduce costs. Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams. Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed and assisting with training if appropriate. Using Salesforce to manage customer contacts and workflow in line with the SOP. May be required to help on projects and workload as determined by business needs and the Manager. What we're looking for Previous Customer Service experience preferred. Experience of working to KPI’s/SLA’s. Excellent verbal and written communication skills in English and the ability to communicate clearly and concisely. Great attention to detail, maintaining accuracy and speed. Ability to work under pressure to deadlines with minimal supervision. Team player with the ability to build good working relationships and maintain a positive attitude. Experience of Microsoft Office. Experience of SAP preferable. Additional Information 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 your skills and experience are invaluable and we want you to have the opportunity to develop your abilities and to innovate in areas you are passionate about. What we offer in return 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 Healthcare insurance with option to include family members at the employee’s expense Employee assistance programme – 24/7 wellbeing 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 residing in Singapore, with the right to work and live in Singapore. We work in-person with each other or with customers and partners three days a week or more. When not in offices or at events, you may work from home or remotely. The successful candidate should be within commutable distance of our Bugis Junction Towers office in Singapore to enable a balanced work pattern. Relocation support is not provided for this role. We welcome questions during the recruitment process and can accommodate adjustments to ensure you can perform at your best. Please contact Being Yourself at Taylor & Francis We encourage candidates to apply even if their skills and experience don’t align with every item listed above. We value diversity and an inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis is proud to be an Equal Opportunity Employer. We recruit, develop, and retain colleagues without regard to protected characteristics or other non-merit-based factors. If you have a disability or barrier and would like to request an adjustment to participate in the hiring process or in the position, please contact Ivy Ma. Your request will be reviewed in confidence. For more information about our business and career opportunities, please visit our Careers Site: Seniority level Entry level Employment type Full-time Job function Customer Service Industries Book and Periodical Publishing #J-18808-Ljbffr Industry Other Category Management & Operations Sub Category Customer Service
