Customer Service Representative

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the processing of returns, orders, and customer inquiries.

• Deliver prompt, reliable, and accurate customer service through face-to-face interactions, phone calls, emails, and written correspondence.

• Acquire knowledge about Cengage products, including both printed and digital formats, as well as their delivery methods.

• Assist in the preparation and approval of return requests.

• Review sales information in SAP ERP and Legacy E1 systems.

• Validate return requests in accordance with the Company Authorized Return Policy.

• Complete Excel spreadsheets using accurate sales history data.

• Utilize Microsoft Office and internal Cengage systems for daily operations.

• Accurately and efficiently process and enter customer orders, credits, and returns.

• Handle special requests that require overrides, adhering to approved procedures.

• Acknowledge and confirm inquiries and requests within established service levels.

• Gather statistics and activities to generate daily, weekly, and monthly reports.

• Provide support to colleagues and senior members of the Customer Operations Team.

• Comply with company procedures, policies, and auditing standards.

• Uphold the Company Code of Conduct and promote Cengage’s shared values.

⛳️ Requirements

• Minimum of 4 GCSEs at Grade C or above, including English and Maths.

• At least 12 to 18 months of experience in a customer support role, interacting with customers and updating records.

• Demonstrated basic proficiency in Microsoft Office, particularly with Excel and Word.

• Basic mathematical skills, including addition, subtraction, and percentage calculations.

• Capability to manage emails and calendars using Outlook.

• Ability to learn new systems and accurately input data with proficiency.

• Strong organizational, prioritization, scheduling, and time-management abilities.

• Problem-solving skills to address customer complaints and inquiries.

• Attention to detail, accountability, resourcefulness, critical thinking, flexibility, and the ability to work independently as well as collaboratively in a team.

• Alignment with Cengage Company Ethos.

• Preferred: NVQ Level 3 in Customer Service or an equivalent qualification.

• Preferred: Experience in handling large datasets in Excel and conducting data analysis.

• Preferred: Strong focus on customer service.

🏝️ Benefits

• Training and support for professional development.

• Access to a diverse range of online IT and other training courses.

• Reasonable accommodations for qualified individuals with disabilities.

• Inclusive workplace culture.

• Full-time employment.