Customer Service Representative (Hybrid - 1X Weekly On Site)

Job Description

Every day millions of people read our content. Would you like to be part of our customer journey?

We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers.

Responsibilities will include:

• 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.

This role will be mainly home based, with 1 day per week being office based from our office in either Abingdon or Colchester.

You must have the right to live and work in the UK.