Job Description Every day millions of people read our content. Would you like to be part of our customer journey? We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers. The position reports to the Customer Service Manager and will work as part of a global team, collaborating to manage day-to-day business processes and end-to-end customer workflows liaising with other departments where appropriate. Suggesting improvement ideas and assisting with the implementation to improve customer satisfaction, increase productivity or reduce costs. 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 practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact. Take responsibility for the processing of invoices and quotes, working precisely and carefully. Responding appropriately and efficiently 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.