Customer Service Representative (Hybrid)

About Us

Taylor & Francis Group is an Informa Business, a leading academic publishing, business intelligence, knowledge and events business listed on the London Stock Exchange and a member of the FTSE 100.

Job Description

We currently have a permanent opportunity for a Customer Service Representative who will provide outstanding customer service to our internal and external customers.

• Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies, procedures, KPIs and Customer First training best practice.
• Processing orders, invoices, quotes, returns and claims, responding appropriately and swiftly to queries, problems and special requests from customers and escalating to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause, selecting and explaining the best solut...