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Customer Service Advisor in Huddersfield at HARPERCOLLINS

Date Posted: 8/10/2018

Job Snapshot

Job Description

HarperCollins is one of the UK's foremost, diverse and innovative multi-platform publishers. We publish a wide range of books, from cutting-edge contemporary fiction, to block-busting thrillers and from fantasy literature to children's literature and enduring classics. We also publish a great selection of non-fiction titles, including history, celebrity memoirs, biographies, popular science, dictionaries, maps, reference titles and education books, and our digital business is thriving. With nearly 200 years of history, we publish some of the world's foremost authors, from Nobel prize-winners to worldwide bestsellers. In addition, we also publish the works of Agatha Christie, JRR Tolkien and CS Lewis.

Our Education Sales team are looking for a Customer Service Advisor to join their team. The successful candidate will deliver outstanding levels of service to all customers through the efficient processing of orders and enquiries regardless of source or media.

Responsibilities

  • Processing of orders from customers via a variety of media, maintaining accuracy and efficiency and completing the tasks in line with agreed Service Level Agreement
  • Answering of enquiries from customers and clients via a variety of media in line with agreed Service Level Agreement with a concentration on 'first contact resolution' in an appropriate style
  • Complete associated administrative tasks associated with orders, enquiries, deliveries and invoices
  • Proactively contact existing customers as required to ensure high levels of customer satisfaction and where issues are identified, take action to remedy these
  • Meet targets set by and regularly reviewed by the business to ensure the efficient and cost effective running of the department
  • Ability to be able to support any area of the business, with a view to ensuring that the whole Customer Service team hits their targets

Key Skills/Experience

  • Experience of working in service led environments
  • Delivers results to target within timescales and within departmental behaviours
  • Ability to focus on accuracy and delivering a high standard of work
  • Experience of building relationships and rapport with customers and colleagues to deliver excellent service
  • Experience of working in teams with shared targets and goals
  • Experience of delivering great service both verbally and in writing
  • Ability to meet the needs of clients and customers in line with HCP values and service focus
  • Ability to prioritise and plan their daily workload, where appropriate
  • Ability to communicate concisely and clearly to colleagues and customers
  • Ability to form a persuasive argument to colleagues based on a customer's commercial or brand importance value
  • Ability to think about costs in relation to a particular service activity
  • Can Do Attitude
  • Solution Focused
  • Flexible
  • Patient and Tolerant under pressure
  • Self-motivated

Please apply via the link below with your CV, cover letter and salary expectations. Early applications may be prioritised.

Please note: We consider all applicants based on their skills, experience and ability to do the job. We do not unfairly discriminate on the basis of convictions or other personal information. We do require candidates to undergo employment screening in accordance with the relevant local legislation. This will only happen at the point an offer of employment is made.

Overview of HarperCollins

Our mission at HarperCollins is to harness the power of great publishing and to amplify it through world class marketing, global strength, and relentless innovation. We are all working towards the same goal, and we do it guided by what matters most to us. The culture at HarperCollins is defined by our six values, which inform our everyday actions and the way we behave. From Finance to Editorial, our values shape the way we work.

PUTTING OUR AUTHORS AT THE HEART OF EVERYTHING. Their success is our first concern.

WORKING TOGETHER. Sharing responsibility, helping colleagues, listening well, embracing difference, and enjoying what we do.

LEARNING & ADAPTING. Taking smart risks, learning from experience without blame and being both curious and willing to change.

LOOKING OUT AS WELL AS IN. Understanding the consumer, the marketplace and the competitive environment.

LEADING NOT FOLLOWING. Staying ahead, looking to the future, being bold and always aiming to be the best.

INTEGRITY IN ALL WE DO. Timely, open and honest communication, being fair, principled and respectful.

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