Customer Service Representative (Academic Publishing)

TL;DR

Customer Service Representative (Academic Publishing): Providing outstanding customer service to internal and external clients by managing queries, orders, and invoices with an accent on first-time resolution and KPI adherence. Focus on resolving product/service problems, optimizing self-help portals, and managing workflows via Salesforce and SAP.

Location: Hybrid (Must be based in the UK and within reasonable commuting distance to Abingdon)

Company

Informa is a leading academic publishing, business intelligence, and events business listed on the London Stock Exchange and a member of the FTSE 100.

What you will do

• Handle customer queries via phone, email, live chat, and in person through to resolution.
• Process orders, invoices, quotes, returns, and claims with high precision.
• Identify root causes of product or service problems and implement effective solutions.
• Collaborate with other departments to manage day-to-day business processes.
• Manage customer contacts and workflow using Salesforce and SAP in line with SOPs.
• Contribute to the improvement of customer self-help portals and Standard Operating Procedures.

Requirements

• Must have the right to live and work in the UK.
• Must be located within a reasonable commuting distance to Abingdon (hybrid 3x weekly).
• Previous experience in Customer Service.
• Proven experience of working to KPIs and SLAs.
• Proficiency in Microsoft Office and ability to acquire technical system knowledge.
• Good standard of education including English and Maths.

Nice to have

• Experience of using a CRM system.

Culture & Benefits

• Flexible working culture with a focus on work-life balance.
• 25 days annual leave plus a birthday day off and 3 discretionary holiday days.
• 4 paid volunteering days each year.
• Company-funded single cover private medical insurance and life assurance.
• Pension scheme and a Share Match plan.
• Employee assistance programme offering 24/7 well-being support.