Overview
Customer Service Agents play a key role in our team to manage a range of enquiries within our customer service department, communicating effectively with customers and stakeholders to resolve issues within expected timelines.
Responsibilities
* Processing orders and taking calls from our customers when needed
* Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
* Enhancing customer service experience wherever possible
* Keeping accurate records and documenting customer service actions
* Managing volumes to achieve daily department SLAs
Experience Required
* Proven work experience in a similar role focused on customer service
* Excellent knowledge of management methods and techniques
* Experience working closely with clients and customers
* Experience handling customer issues and complaints professionally and efficiently
Skills Required
* Enthusiasm and proactivity
* Complaint resolution
* Ability to work collaboratively with relevant stakeholders
* Organised and efficient
* Resilient and able to work under pressure
* Results and targets focused
At HarperCollins, we value authenticity and integrity in our recruitment process. To ensure a fair and accurate evaluation of all applications, we ask that all responses to assessment questions reflect your own thoughts, experiences, and capabilities. This allows us to fairly assess your knowledge, skills, and experience to determine how they align with the role. We value diverse perspectives and genuine contributions, even if answers are not perfect. The use of AI tools or external assistance to generate responses is discouraged unless explicitly permitted for specific tasks.
Benefits
* Hybrid working model (4 days in the office)
* 27 days holiday plus bank holidays
* Private healthcare cover and life assurance
* Summer Hours
* Free access to HeadSpace, employee assistance programme (24 hour helpline), mental health first aiders, and a wellbeing portal
* Employee networks: HC All In, Elevate, HarperParents, Menopause at Work, Pride at HC, Social Mobility Network and Neurodiversity at Work
* Unlimited training on our Learning and Development portal
* Virtual GP and eyecare vouchers
* Gym membership discount
* Charitable donation matching and 2 volunteering days
* Certified Carbon Neutral company status
* Free e-books and audiobooks, newspaper subscriptions and discounts on books
* Subsidised canteen and retail discounts
* Onsite prayer room
Please note: if you are interested in the role you would need to submit your application via Applied. We do not accept email applications.
Job Details
* Seniority level: Entry level
* Employment type: Contract
* Job function: Other
* Industries: Book and Periodical Publishing
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