Customer Service Representative (Hybrid)

Company Description

Taylor & Francis is an Informa Company

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

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. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Job Description

Our customer service team has an exciting opportunity to work as an integral part of the department by providing outstanding customer service to our internal and external customers in accordance with Company practice and procedures.

This is a hybrid opportunity that will require 1x weekly reporting to either our Philadelphia or Boca Raton office location.

What you'll be doing: 

• Take 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 practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact. 
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
• 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.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognising and listening to others.
• 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.

In addition to the above this role will be expected to help on projects and workload as determined by business needs and the Manager.

Qualifications

What we're looking for:

• Knowledge and Qualifications
  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous Customer Service experience, minimum of one year preferably in an office.
  • Experience utilizing SAP software is vital.
  • Experience utilizing Salesforce would be ideal.
  • Experience of working to KPI’s/SLA’s.
  • A good standard of Education including English and Maths
• Skills and Behaviours Required
  • A determination to drive for results and effective time management skills.
  • Creative thinking ability with proven problem-solving skills.
  • Excellent verbal and written communication skills and be able to communicate clearly and concisely.  Great attention for detail, maintaining accuracy and speed.
  • The ability to work under pressure to deadlines with minimal supervision.
  • An effective team player, building good working relationships and retaining a positive and flexible attitud