Customer Service Senior Representative - Remote

Overview

Taylor and Francis is looking for an experienced customer service representative with supervisory potential for a development opportunity to learn and grow professionally. This role is reserved for someone who demonstrates core customer service competencies and is looking to take the next step in their career.

In Short

• Take ownership of customer queries through to resolution.
• Process orders, invoices, quotes, returns, and claims accurately.
• Resolve product or service problems by determining the root cause.
• Manage day-to-day business processes and liaise with other departments.
• Facilitate meetings and represent the department in stakeholder meetings.
• Create and update Standard Operating Procedures (SOP).
• Provide support, training, and coaching to team members.
• Collaborate within the team to achieve department goals.
• Proactively suggest and develop improvement ideas.
• Work to agreed KPIs and targets including quality assurance.

Requirements

• Experience of Microsoft Office, including advanced knowledge of Excel.
• Previous Customer Service experience across a wide breadth of tasks.
• Experience of working to KPI’s/SLA’s.
• A good standard of Education including English and Maths.
• Advanced knowledge of SAP, Salesforce, and other CS systems.
• A solid grasp of process and product-related issues.
• Experience of managing projects.

Benefits

• Excellent work/life balance with a flexible working culture.
• 25 days annual leave plus a day off for your birthday.
• 3 additional discretionary days off during the holiday season.
• 4 paid volunteering days each year.
• Company funded single cover private medical insurance.
• Employee assistance programme for 24/7 support.
• Share Match Plan that matches shares purchased.
• Pension scheme and life assurance.