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Customer Service Representative (Hybrid), Cambridge
Client:
Taylor and Francis
Location:
Cambridge, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
82fbd16179eb
Job Views:
6
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.
Help us progress human progress through knowledge! As a Customer Service Representative, you will aid in our mission by…
* Taking ownership of customer queries received via phone, email, live chat, and in person, resolving them in line with policies, procedures, KPIs, and Customer First training best practices. Striving to increase customer satisfaction and first-time resolution.
* Processing orders, invoices, quotes, returns, and claims accurately and swiftly, responding to queries, and escalating issues when necessary.
* Resolving product or service problems by clarifying issues, determining root causes, explaining solutions, and following up.
* Reviewing customer self-help portals and suggesting updates or new content.
* Managing daily business processes and liaising with other departments.
* Suggesting amendments to Standard Operating Procedures (SOP).
* Maintaining knowledge of policies, processes, and systems, and developing an internal network.
* Supporting team members and participating actively in meetings.
* Proposing improvement ideas to enhance customer satisfaction, productivity, or reduce costs.
* Using Salesforce and SAP for managing customer contacts and orders.
* Achieving personal objectives and working towards KPIs and quality standards.
Qualifications:
* Experience with Microsoft Office and technical/system knowledge acquisition.
* Previous customer service experience.
* Experience working to KPIs/SLA’s.
* Good education in English and Maths.
* CRM system experience is a plus.
Additional Information:
What we offer:
* Flexible work/life balance with a supportive culture.
* 25 days annual leave plus 3 discretionary days at Christmas.
* 4 paid volunteering days annually.
* Employee assistance program for well-being support.
* Share Match program.
* Pension, life assurance, optical, and medical care.
Work-life balance and professional development are core values. We support your growth through tailored development plans and resources.
This role is hybrid, requiring reporting to our Milton Park office 3 times a week. You must be based within a commutable distance.
Application deadline: 01 September 2025. Applications are reviewed on a rolling basis, so early applications are encouraged.
The interview process may include screening, video interviews, competency-based interviews, and a final stage before an offer.
We are committed to diversity and inclusion, welcoming applicants from all backgrounds and abilities. We encourage you to apply even if you do not meet every requirement but are excited about the role.
For more information, visit our Careers Site or LinkedIn page.
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