Customer Success Specialist

Informa
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer advocacy","Process knowledge","Problem solving","Communication","Stakeholder management"]

Own customer queries and drive first-time resolution across phone, email, live chat, and in-person interactions for strategic accounts. Build long-lasting relationships through proactive engagement, check-ins, and risk monitoring with Commercial colleagues. Resolve customer issues by diagnosing root causes and escalating appropriately, while processing orders, invoices, quotes, returns, and claims. Improve self-help content and SOPs, manage KPIs/SLA targets, and use SAP/Salesforce to run customer workflows.

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FursaFursa
Informa
Informa
3 days ago

Customer Success 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 3 months ago

Job Summary

Own customer queries and drive first-time resolution across phone, email, live chat, and in-person interactions for strategic accounts. Build long-lasting relationships through proactive engagement, check-ins, and risk monitoring with Commercial colleagues. Resolve customer issues by diagnosing root causes and escalating appropriately, while processing orders, invoices, quotes, returns, and claims. Improve self-help content and SOPs, manage KPIs/SLA targets, and use SAP/Salesforce to run customer workflows.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Take ownership of customer queries via phone, email, live chat, and in person through to resolution in line with policies and KPI targets.
  • •Serve as primary customer service contact for strategic accounts, building long-lasting relationships through communication and engagement.
  • •Resolve product or service problems by clarifying issues, determining root causes, selecting and explaining solutions, and following up to ensure resolution.
  • •Process orders, invoices, quotes, returns, and claims accurately and timely, escalating to team leaders/managers where appropriate.
  • •Manage day-to-day processes, maintain knowledge of policies/processes/systems, create/update SOPs, and work to agreed KPIs including quality assurance.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveVolunteering Days

Key Requirements

  • •Previous customer service experience across a wide breadth of customer service tasks.
  • •Experience working to KPIs/SLA’s and encouraging others to.
  • •Advanced knowledge of SAP and Salesforce (super user; test new functionality).
  • •Experience of Microsoft Office including advanced Excel.
  • •A good standard of education including English and Maths.
Experience:Customer service
Skills:Customer advocacyProcess knowledgeProblem solvingCommunicationStakeholder management
Languages:English
Tech Stack:Microsoft OfficeExcelSAPSalesforce

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