Customer Service Representative
2 weeks ago
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 Tuesday 9th July 2024.
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:
Take 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 practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact. 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 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. In addition to the above, this role may also be required to help on projects and workload as determined by business needs and the Manager.
Qualifications
What we're looking for:
Experience of Microsoft Office and proven ability to acquire technical and system knowledge. Previous Customer Service experience, minimum of one year preferably in an office. Experience of working to KPI’s/SLA’s. Excellent verbal and written communication skills in English and be able to communicate clearly and concisely. Great attention for 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 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 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 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 careLocation:
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, Taylor & Francis has flexible hybrid working options for how employees can work based on their role. Flexible working is offered with this role however the ability to attend in-person events or training in our Singapore office will be required. Relocation support is not provided for this role.We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible Please contact
Being Yourself at Taylor & Francis
If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.
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