Customer Services Representative in Abingdon

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.

What you'll be doing:

• Taking ownership of customer queries received via phone, email, KPI’s and Customer First training best practice.
• 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, 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.
• Active participation in meetings, expressing your viewpoint but also recognizing 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 may also be required to help on projects and workload as determined by business needs and the Manager.

What we're looking for:

• Previous Customer Service experience preferred.
• Experience working to accomplish KPI’s/SLA’s.
• Able to multi-task and work on multiple systems/programs efficiently.
• Problem-solving skills.
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention to detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office and Microsoft Excel.
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm.

What we're offering in return:

• An excellent work/life balance with a fantastic, flexible working culture and hybrid working from home and office.
• 25 days annual leave per year plus an extra day off each year for your birthday.
• 3 additional discretionary days for Christmas each year.
• 4 paid volunteering days each year.
• 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.

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

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.

Being Yourself at Taylor & Francis

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.