Customer Service Representative (Hybrid - 3x weekly on site)
* Full-time
Taylor & Francis Group, an Informa Business
Informa is a leading academic publishing, business intelligence, knowledge, and events company, creating unique content and connectivity for customers worldwide. Listed on the London Stock Exchange and a FTSE 100 member, we are committed to fostering human progress through knowledge.
Taylor & Francis, part of Informa, is one of the world's largest publishers of peer-reviewed scholarly journals, books, e-books, and reference works. Since 1798, we have empowered learners, thinkers, and doers with trusted knowledge that advances research and enriches lives.
Our purpose is to foster human progress through knowledge, encouraging diverse ideas and voices, and ensuring only high-quality work is published. We believe in open minds, robust debate, and defending perspectives that stand up to scrutiny.
Every day, millions engage with our content. Would you like to be part of this customer journey?
We are seeking a Customer Service Representative to provide outstanding service to our internal and external customers as part of our global team. Reporting to the Customer Service Manager, you'll collaborate across departments, manage daily processes, and suggest improvements to enhance customer satisfaction, productivity, or reduce costs.
What you'll be doing:
1. Managing customer queries via phone, email, live chat, and in person, ensuring resolution in line with policies, KPIs, and best practices.
2. Processing invoices and quotes accurately, responding to customer queries, and escalating issues when necessary.
3. Resolving product or service issues by identifying root causes, explaining solutions, and following up to ensure resolution.
4. Reviewing customer self-help portals and suggesting content improvements.
5. Managing daily processes and liaising with other departments.
6. Suggesting and helping implement updates to Standard Operating Procedures (SOP).
7. Maintaining knowledge of policies and systems, developing internal networks.
8. Supporting team members and participating actively in meetings.
9. Using Salesforce and SAP for customer contacts, workflow, and order management.
10. Achieving personal objectives and working towards KPIs and quality standards.
What we're looking for:
Knowledge and Qualifications:
* Proficiency in Microsoft Office and technical/system knowledge acquisition.
* At least one year of customer service experience, preferably in an office setting.
* Experience working to KPIs/SLA standards.
* Strong problem-solving and initiative skills.
* Good education in English and Math; experience with CRM systems is a plus.
Skills and Behaviours:
* Results-driven with effective time management.
* Creative thinker with problem-solving skills.
* Excellent verbal and written communication skills.
* Attention to detail and accuracy.
* Ability to work under pressure and meet deadlines.
* Team player with a positive attitude.
* Self-motivated and proactive in performance improvement.
What we offer:
* Flexible hybrid working (3 days in the office, 2 from home).
* 25 days annual leave plus birthday and holiday perks.
* Paid volunteering days, employee assistance, share plans, life and health benefits.
Additional information:
* Role based near Milton Park, Oxfordshire; UK work rights required.
* Application review and interview process details.
Professional development:
We support your growth through tailored development plans, coaching, and resources. Our recruitment process includes screening, interviews, and potential assessments.
Our culture:
We value diversity, inclusion, and flexibility. We encourage applications from all backgrounds and are committed to supporting our colleagues' well-being and professional growth. Learn more at our Careers Site or LinkedIn page.
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