Informa Customer Operations Specialist - Fixed Term, 6 Months in Colchester, United Kingdom
Customer Operations Specialist - Fixed Term, 6 Months
The role is intended to provide and maintain a high quality service to both internal and external Publishing and/or Events customers, provide an effective and efficient service to customers and to enhance our customer service reputation.
There will be different tasks required dependant on your level and these will be SSC specific. You will need to refer to your SSC’s documentation for full details of these tasks.
You will be required to be flexible with your working hours dependent upon the opening hours of your specific SSC.
You should be aware of the customer and the whole customer experience, offering a ‘Gold service’ to all customers to show we appreciate their custom, responding in a polite and timely manner with all the required information relating to their order.
You must ensure that all company policies are adhered to and that specific duties are carried out within set time limits whilst providing an excellent level of service to all Informa customers and colleagues.
The Customer Operations Specialist is expected to assume the following key responsibilities plus any other reasonable duties as required:
Utilise relevant systems to resolve customer requests
Handle Inbound/Outbound calls
Handle all correspondence concerned with orders and action any edits or amendments as requested
Accurately record all relevant information provided by internal and external customers ensuring that the required quality standards are maintained
Channel feedback from customers through to correct departments
Process customer orders quickly and accurately, ensuring appropriate margins are achieved
Responsibility for customer’s online access either directly (BI Tech Support) or indirectly by channelling queries to the appropriate department (SSC Specific)
Ensuring that customer claims are handled efficiently through relevant systems.
Responsible for escalating queries or complaints to your Team Leader or Manager where appropriate
Building strong working relationships with business teams, customers and your team
Respond to customer requests in a timely manner with high quality
Other Ad hoc duties
PEOPLE Management RESPONSIBILITIES
General duty of care to colleagues
Work collaboratively across teams/businesses
Act as a role model to others
Provide help and a buddy system to other members of the team depending upon your level (SSC Specific)
Skills & Abilities
Good communication skills with the ability to build good relationships with a wide range of stakeholders, internal departments and key contacts
Proficient skills in Excel, Word and Outlook are essential
Remain approachable under pressure
Knowledge and ability to use relevant internal systems
Act with integrity, tact and diplomacy
Work as part of a team
Ability to complete a variety of related tasks
Pro-actively solve problems
Excellent Customer Service skills
Good time management skills
Ability to be flexible within role
Excellent oral and written communication skills
Knowledge & Qualifications
Good knowledge and understanding of all Customer Operations processes within your area
A good knowledge of SAP system preferable
Knowledge of best practice in customer service operations
Recognised qualification preferable (SSC Specific)