Customer Services Representative

Informa
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Attention to detail","Ability to work under pressure","Teamwork"]

Provide outstanding customer service as part of the Customer Services team, handling customer queries via phone and email and working to KPI/SLA targets. Accurately process orders, invoices, and quotes, resolve product/service issues by diagnosing root causes, and maintain customer communications using Salesforce. Review self-help portals to suggest improvements, collaborate with other departments, and support operational processes and SOP updates. This is a hybrid role based in Abingdon/Milton Park, Oxfordshire.

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FursaFursa
Informa
Informa
6 hours ago

Customer Services Representative

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide outstanding customer service as part of the Customer Services team, handling customer queries via phone and email and working to KPI/SLA targets. Accurately process orders, invoices, and quotes, resolve product/service issues by diagnosing root causes, and maintain customer communications using Salesforce. Review self-help portals to suggest improvements, collaborate with other departments, and support operational processes and SOP updates. This is a hybrid role based in Abingdon/Milton Park, Oxfordshire.
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 received via phone, email, and KPIs, aiming to improve customer satisfaction and first-time resolution.
  • •Process orders, invoices, and quotes accurately and respond appropriately to queries, problems, and special requests.
  • •Resolve product/service issues by clarifying problems, determining root causes, selecting and explaining solutions, and following up to ensure resolution.
  • •Use Salesforce to manage customer contacts and workflow in line with SOP; use SAP/Salesforce to manage orders and invoicing.
  • •Review customer self-help portals and suggest content amendments, and propose improvements to SOP and processes.

Pay and Benefits

Perks:Annual LeavePension SchemeLife AssuranceWell-being SupportVolunteering Days

Key Requirements

  • •Previous Customer Service experience preferred.
  • •Experience working to KPI/SLA targets.
  • •Able to multi-task and work efficiently across multiple systems/programs.
  • •Strong problem-solving skills with excellent verbal and written communication in English.
  • •Experience with Microsoft Office and Microsoft Excel; SAP and Salesforce experience is preferable.
Experience:Publishing
Skills:Problem-solvingCommunicationAttention to detailAbility to work under pressureTeamwork
Languages:English (UK)
Tech Stack:SalesforceSAPMicrosoft OfficeMicrosoft Excel

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