Customer Service Representative

**Company Description** 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** publishes 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.

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 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 Manager.

**Closing Date**:Applications will **close on 4th Nov 2024.**

**What you'll be doing**:

- Take responsibility for the processing of orders, invoices, quotes, returns, and claims 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 the 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 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 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 with projects and workload as determined by business needs and the Manager.

**Qualifications** What we're looking for**:

- 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 experience in an office environment.
- Experience working with KPIs/SLAs.
- Excellent verbal and written communication skills in English and be able to communicate clearly and concisely and effectively liaise with English-speaking stakeholders
- Great attention to detail, maintaining accuracy and speed.
- The ability to work under pressure to deadlines with mínimal 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.

**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 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.

**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
- 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 wel