Customer Service Executive

3 weeks ago

Kuala Lumpur, Malaysia Taylor and Francis Full time

Company Description
**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 realise their individual potential.

**Job Description**:
We are looking to welcome a Customer Service Executive to join our Global Customer Service Department. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Manager.

**What will you be doing**:

- 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 to improve customer satisfaction, increase productivity or reduce costs.
- Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
- Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed and assisting with training if appropriate.
- Using Salesforce to manage customer contacts and workflow in line with the SOP.
- 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.

**Qualifications**:
**What we are looking for**:

- Previous Customer Service experience preferred.
- Experience of working to KPI’s/SLA’s.
- Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
- Great attention for detail, maintaining accuracy and speed.
- The ability to work under pressure to deadlines with mínimal supervision.
- A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
- Experience of Microsoft Office.
- Experience of SAP preferable.

Additional Information
**What we offer in return**:

- Competitive salary
- 20 days annual leave
- 4 volunteering days annually
- Day off for your birthday
- Seasonal social and charitable events
- Training and development

**Additional Information**:

- We currently have capacity for this role to be based in either of the following locations**:Kuala Lumpur, Malaysia, or Singapore**. However you must have the** right to work** and live in the region you reside in.
- ** Flexible working is offered** with this role (be that remote, in the office or hybrid).
- Relocation support is not provided for this role.
- At Taylor & Francis, we care about our colleagues, promoting work-life balance, well-being, 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._

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