Customer Success Specialist

TL;DR

Customer Success Specialist: Owning customer queries and strategic account relationships to ensure customers achieve desired outcomes with an accent on first-time resolution, proactive engagement, and reducing customer effort. Focus on resolving product/service issues end-to-end, managing account risks through regular check-ins, and using SAP/Salesforce to drive accurate order and workflow processing.

Company

hirify.global (Taylor & Francis) is an academic publishing, business intelligence, knowledge, and events business.

What you will do

• Resolve customer queries via phone, email, live chat, and in person through to completion in line with policies, procedures, and KPIs.
• Act as primary customer service contact for assigned strategic accounts, building long-lasting relationships and driving customer satisfaction.
• Monitor accounts proactively by identifying concerns/risks, running regular check-ins and account reviews with commercial colleagues.
• Handle order, invoice, quote, return, and claim processing accurately and on time; escalate to team leaders/managers when needed.
• Troubleshoot product/service issues by clarifying problems, identifying root causes, proposing solutions, expediting corrections/adjustments, and following up to ensure resolution.
• Use SAP/Salesforce to manage orders and customer contacts/workflow; review self-help portals and suggest content/SOP improvements.

Requirements

• Location: Based in the UK with the right to live and work in the UK.
• Hybrid: On-site reporting at least 3x weekly and within a reasonable commuting distance to Abingdon.
• Experience in customer service across a broad range of tasks, including working to KPIs/SLAs.
• Advanced Microsoft Office skills, including Excel.
• Advanced knowledge of SAP and Salesforce (super user; able to test new functionality).
• Experience managing projects and a solid grasp of process/product issues to answer customer questions confidently.

Culture & Benefits

• Flexible working culture with hybrid schedule (3x weekly on site).
• 25 days annual leave plus a birthday day off; 3 additional discretionary days during the holiday season.
• Company-funded single cover private medical insurance and an employee assistance programme with 24/7 well-being support.
• Pension scheme, life assurance, and optical/medical care.
• Share Match plan that matches every share purchased with two free shares.

Hiring process

• Apply and complete the standard application flow through the hiring platform.
• Interviews and role evaluation based on customer success/customer service competencies and relevant systems experience.