Customer Services Representative (Academic Publishing)

TL;DR

Customer Services Representative (Academic Publishing): Providing high-quality support to internal and external customers with an accent on order processing, query resolution, and KPI achievement. Focus on optimizing customer self-help portals and improving standard operating procedures.

Location: Hybrid (3 days in Abingdon, UK office / 2 days home). Must be in close proximity and commutable distance to the Oxfordshire office

Company

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

• Manage customer queries via phone and email to increase first-time resolution and customer satisfaction.
• Process orders, invoices, and quotes accurately and timely, escalating complex issues to management.
• Resolve product and service problems by identifying root causes and implementing effective solutions.
• Review customer self-help portals and suggest content amendments to the relevant teams.
• Use Salesforce and SAP to manage customer contacts, workflow, and invoicing in line with SOPs.
• Meet personal objectives and agreed KPIs, including quality assurance targets.

Requirements

• Previous customer service experience preferred.
• Experience working to accomplish KPIs and SLAs.
• Excellent verbal and written English communication skills
• Proficiency in Microsoft Office and Microsoft Excel.
• Ability to type at least 40 wpm.
• Must be based in or within commutable distance to Abingdon, UK

Nice to have

• Experience with SAP and Salesforce.

Culture & Benefits

• Flexible hybrid working culture promoting work-life balance.
• 25 days annual leave plus additional days for birthday and Christmas.
• 4 paid volunteering days per year.
• Comprehensive benefits including pension scheme, life assurance, and medical/optical care.
• Professional growth via a bespoke Taylor & Francis Development Plan.
• Share Match plan providing free shares for every share purchased.