Customer Service Specialist

Informa
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-focused","Problem-solving","Communication","Process improvement","Team collaboration"]

Own customer queries across phone, email, live chat, and in person—driving first-time resolution and higher customer satisfaction aligned to KPIs and Customer First best practices. Serve as primary contact for strategic accounts, building customer relationships while processing orders, invoices, quotes, returns, and claims. Troubleshoot product/service issues, review self-help portals for improvements, and use SAP/Salesforce to manage customer workflow and SOPs.

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FursaFursa
Informa
Informa
20 hours ago

Customer Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Own customer queries across phone, email, live chat, and in person—driving first-time resolution and higher customer satisfaction aligned to KPIs and Customer First best practices. Serve as primary contact for strategic accounts, building customer relationships while processing orders, invoices, quotes, returns, and claims. Troubleshoot product/service issues, review self-help portals for improvements, and use SAP/Salesforce to manage customer workflow and SOPs.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Take ownership of customer queries through to resolution via phone, email, live chat, and in person, aligned to policies/procedures and KPIs.
  • •Be the primary customer service contact for assigned strategic accounts, building and maintaining long-lasting customer relationships.
  • •Process orders, invoices, quotes, returns, and claims accurately and promptly, escalating to team leaders/managers where appropriate.
  • •Resolve product or service problems by clarifying issues, identifying root cause, selecting and explaining solutions, and following up to ensure resolution.
  • •Use SAP/Salesforce to manage orders and customer contacts/workflow, update SOPs, and work to agreed KPIs and quality assurance targets.

Pay and Benefits

Perks:Health InsuranceAnnual LeavePension SchemeLife AssuranceVolunteering DaysEmployee Assistance

Key Requirements

  • •Experience of customer service across a wide breadth of customer service tasks.
  • •Previous experience working to KPI’s/SLA’s, and experience encouraging others to meet targets.
  • •Advanced knowledge of SAP and Salesforce (including being a super user and testing new functionality).
  • •Experience using Microsoft Office with advanced knowledge of Excel.
  • •A good standard of education including English and Maths, plus experience managing projects.
Experience:Publishing
Skills:Customer-focusedProblem-solvingCommunicationProcess improvementTeam collaboration
Languages:English (UK)
Tech Stack:Microsoft OfficeExcelSAPSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Informa
Global business-to-business information services group operating events, academic and professional publishing, and data & analytics businesses serving specialist markets worldwide.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1998
WebsiteLinkedIn