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Customer Experience Assistant - Milton, Cambridgeshire, United Kingdom - Taylor & Francis Group
Description
Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world.
Taylor & Francis is one of the world's largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works.
We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. Our purpose is to foster human progress through knowledge.We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications.
Because that's the only way to find the best obtainable version of the truth and, ultimately, foster human progress.We currently have a permanent opportunityfor a Customer Service Representativetowork as an integral part of the department by providing outstanding customer service to our internal and external customers.
Help us progress human progress through knowledge As a Customer Service Representative you will aid in our mission by...
Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies/procedures, KPI's and Customer First training best practice.
Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.Providing support to team members.
Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
Using Salesforce to manage customer contacts and workflow in line with the SOP.Using SAP/Salesforce to manage orders/invoicing.
You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.
This role will be mainly home based, with 1 day per week being office based from our office in either Milton Park or Colchester.
Previous office based Customer Service experience, including evidence of success managingcustomer queries received via phone, email, live chat and in person through to resolutionExperience of Microsoft Office and proven ability to acquire technical and systems knowledge.
A good standard of Education including English and Maths.
Experience of using a CRM system would be ideal.
An excellent work/life balance with a fantastic, flexible working culture.
~25 days annual leave per year
~3 additional discretionary days for the holiday season at the end of theyear
~Employee assistance programme – offering 24/7 well-being support
~ Share Match – Plan that matches every share purchased with two free shares.
~ Pension scheme
~ Life assurance, plus optical and medical care.
This role will be mainly home based, with 1 day per week being office based.
You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire or The Octagon, Colchester.
Training And Professional Development:
We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals.
We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.
Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation.
This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible We strongly believe in the value of diversity in people and thought.
We embrace all walks of life regardless of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or any other protected characteristic under local law.
We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working.To find out more about our business and the great career opportunities please go to our Careers Site:
Or better yet check out our LinkedIn 'Life' Page, highlighting our accomplishments, employees, and company culture.
