Customer Service Representative (Hybrid)

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 up to 3x weekly reporting to our 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 :

Experience of Microsoft Office and proven ability to acquire technical and system knowledge.

A determination to drive for results and effective time management skills.

Additional Information

What we offer in return :

What you should know :

Being Yourself at Taylor & Francis

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply 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. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. 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. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. 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. To find out more about our business and the great career opportunities please go to our Careers Site :   http : / / www.taylorandfrancisgroup.com / careers

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https : / / www.linkedin.com / company / taylor-&-francis-group / life / 79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8 /

Salary : $40,000