Manage all escalated enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.
Please note, this is a 2-year fixed-term contract.
Key Responsibilities
- Processing orders and taking calls from our customers when needed
- Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
- Enhancing customer service experience wherever possible
- Keeping accurate records and documenting customer service actions
- Managing volumes to achieve daily department SLA’s
Skills, Knowledge & Expertise
- Proven work experience in a similar type of role focused on customer service
- Excellent knowledge of management methods and techniques
- Experience working closely with clients and customers
- Experience handing customer issues and complaints professionally and efficiently
- Enthusiastic and proactive
- Complaint resolution
- Work collaboratively with relevant stakeholders
- Organised and efficient
- Resilient and able to work under pressure
- Results and targets focused
Customer Service Agent employer: HarperCollins UK
HarperCollins UK is an exceptional employer, offering a dynamic work environment in the heart of London where creativity and innovation thrive. With a strong focus on employee growth, you will have the opportunity to lead a talented Editorial team and collaborate across departments, ensuring your contributions directly impact the success of market-leading titles. The company fosters a culture of collaboration and support, making it an ideal place for those seeking meaningful and rewarding careers in publishing.
