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, and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
- Respond to customer queries via the daily retention queue in a timely and professional manner, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
- Provide support with the monitoring of retention campaign performance and perform data cleansing after each campaign, reporting regularly and identifying opportunities to improve campaigns.
- Using SAP/Salesforce to manage and 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.
- Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the 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 and suggest new content or amendments to the relevant team.
- Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
- Play an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
- Provide support to team members, assisting with training if appropriate.
- Achieve personal objectives and, work to agreed KPIs and targets including quality assurance.
- In addition to the above, this role will be expected to help with projects and workload as determined by business needs and the Manager.
Qualifications
What we're looking for:
- Fluent English and Japanese(JLPT N1 or equivalent level) language skills required in this role as a must, both written and speaking
- Experience with Microsoft Office, including advanced Excel skills.
- Previous Customer Service experience, preferably with more than one year experience in an office environment.
- Skills in retention.
- Experience of working with KPIs/SLAs.
- Understanding of the role of related departments and having a range of contacts outside and within Customer Service.
- A solid grasp of process and product-related issues and can effectively answer most customer questions without difficulty.
- Intermediate knowledge of SAP and Salesforce.
At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. 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.
Additional information
At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. 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.
What we offer in return:
- An excellent work/life balance with a fantastic, flexible working culture
- 20 days(pro-rata for first year) annual leave per year, plus an extra day off for your birthday
- 4 paid volunteering days each year
- Under the local company’s healthcare insurance plan with an option for the participation of other family members at the employee’s expense
- Employee assistance programme – offering 24/7 well-being support
- Performance bonus
- Share Match – plan that matches every company share purchased with two free shares
- Annual health screening, optical and dental care
Location:
- This role is open to candidates in all locations across Singapore, and you must have the right to work and live in Singapore
- This role is based in Singapore, Taylor & Francis has flexible hybrid working options for how employees can work based on their role. Flexible working is offered with this role however the ability to attend in-person events or training in our Singapore office will be required.
- Relocation support is not provided for this role.
We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]; Please find more details about this role and apply here: https://smrtr.io/npbM-
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 make a contribution 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/
