Customer Services Representative

TL;DR

Customer Services Representative (Salesforce/SAP): Providing accurate and responsive support to internal and external customers while processing orders, invoices, quotes, and service queries with an accent on first-time resolution, workflow management, and customer satisfaction. Focus on diagnosing root causes, improving self-help content and operating procedures, and coordinating solutions across departments.

Location: Hybrid working with 2 days from home and 3 days in the Milton Park, Abingdon, UK office; candidates must live within a close and commutable distance of the Oxfordshire office.

Company

hirify.global is a global academic publishing, business intelligence, knowledge, and events group; Taylor & Francis produces peer-reviewed books, journals, e-books, and reference works.

What you will do

• Handle customer queries by phone and email, working toward customer satisfaction, first-time resolution, and agreed KPIs.
• Process orders, invoices, and quotes accurately and escalate complex issues when appropriate.
• Investigate product and service problems, determine root causes, explain solutions, and follow up through resolution.
• Use Salesforce and SAP to manage customer contacts, workflows, orders, and invoicing.
• Review self-help content and suggest improvements to standard operating procedures and business processes.
• Collaborate across departments, contribute to meetings and improvement projects, and help increase productivity and reduce costs.

Requirements

• Previous customer service experience is preferred, with experience working to KPIs or SLAs.
• Strong problem-solving, multitasking, organizational, and attention-to-detail skills.
• Excellent verbal and written communication skills in English.
• Ability to work under pressure, meet deadlines, and operate with minimal supervision.
• Team-oriented approach with a positive attitude and strong relationship-building skills.
• Experience with Microsoft Office and Excel; SAP and Salesforce experience is preferred.

Culture & Benefits

• Flexible hybrid working and a focus on work-life balance, wellbeing, and professional development.
• 25 days of annual leave, an additional birthday day, and 3 discretionary days over Christmas.
• 4 paid volunteering days per year and access to a 24/7 employee assistance programme.
• Share Match plan, pension scheme, life assurance, optical care, and medical care.
• Personalized development planning, training, coaching, and career support.
• Inclusive and equal-opportunity workplace that values diversity and individual contribution.