The Customer Service Representative is responsible for ensuring that customer queries are dealt with quickly and efficiently whilst ensuring the highest standards of service are provided to our customers. Working as part of a small team within the Finance Department, the Customer Service Representative will be able to demonstrate excellent communication skills when answering customer queries via a range of mediums including e-mail, telephone and Live Chat. Predominantly most queries will relate to billing, which will be resolved by utilising a range of databases to investigate, identify and fix billing errors, some of which can be complex in their nature. The Customer Service Representative will work closely with the Customer Service Team Leader and other members of the team, as well as collaborating with other colleagues both within the Finance Department and other parts of the business.
Responsibilities
* Deliver excellent customer experience
* Maintain customer contracts
* Manage complex customer inquiries and provide in-depth solutions
* Conduct advanced troubleshooting and problem resolution
* Assist in refining customer service processes and procedures
* Provide mentorship and support to junior associates
* Handle escalated customer issues and ensure proper resolution
* Perform detailed analysis of customer feedback and suggest improvements
* Oversee and ensure accuracy in customer documentation
* Prepare and deliver reports on customer service metrics
* Participate in cross-functional projects to enhance customer service
* Maintain up-to-date knowledge of industry trends and company products
Qualifications
* Advanced Communication: Highly effective in both verbal and written exchanges
* Customer Insight: Deep understanding of customer behavior and needs
* Complex Problem-Solving: Ability to resolve advanced issues with innovative solutions
* Analytical Skills: Strong ability to analyze data and provide actionable insights
* Leadership: Capable of mentoring junior associates and leading by example
* CRM Expertise: Proficient in advanced use of CRM and other support software
* Process Improvement: Skilled in optimizing customer service operations
* Industry Knowledge: Updated knowledge of relevant industry trends
* Prior knowledge of SAP and SFDC is desirable
* Excellent customer service skills and a high level of attention to detail
* Good Microsoft Excel Skills
Wolters Kluwer is a global leader in information services and solutions for professionals in the finance, tax and accounting, risk and compliance, health and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
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