Posted on:
8 August 2018
£25,000 - £32,000
No Comments

Our client, a leading STM Publisher, requires a new Customer Service Executive who will be a key member of the customer services team, working as second-line support. You will work with overseas colleagues to deliver exceptional customer service to both new and existing customers.

Key Responsibilities: 

  • Answer escalated customer queries where required
  • Maintain documentation related to customer service procedures
  • Resolve customer complaints promptly and effectively
  • Review common queries and suggest ways to improve services or products to improve customer experience
  • Communicate with customers and couriers to fulfil print subscriptions of journal volumes and print-on-demand orders for single articles
  • Handle customer data access and account deletion requests
  • Investigate data breaches and escalating cases when appropriate
  • Maintain a list of email templates and implementing changes when requested by colleagues
  • Acting as cover for colleague absences and to deputise for the Customer Services Manager if required

Skills & Experience:

  • 1-2 years experience in a customer services environment
  • Experience working in an STM publishing company
  • Excellent written and verbal communication skills
  • Advanced troubleshooting skills
  • Willing to travel if required

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