Job Description Taylor and Francis is looking for an experienced Customer Service Specialist with potential for a development opportunity to learn and grow professionally. This role is reserved for someone who demonstrates core customer service competencies and is looking to take the next step in their career. We are looking for ambitious individuals who possess a self-assured demeanor, inquisitive nature, and solution-oriented approach to challenges and barriers. We understand having a positive outlook and the desire to grow within a well-established organization goes a long way. We are committed to developing the right candidate and will provide industry and on-the-job training so prior experience leading a team isn’t necessary. If you’re an innate leader who enjoys providing customer service and can showcases leadership in their day to day, we encourage you to apply! 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. Build and maintain strong relationships with key customer accounts, acting as their primary point of contact to ensure their needs are met, proactively identifying opportunities to enhance their experience. 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 will be expected to help on projects and workload as determined by business needs and the Manager.