Customer Service Assistant x14 - Remote (Fixed Term Contract) Kettering, England
Job description
Education changes lives forever. It broadens horizons, breaks down barriers, and fires imaginations. Like the University of Oxford of which we are a part, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our mission. It is why 100% of the money we make is reinvested into education and research. It is why we all care deeply about reaching more people, in more places, with world-class learning and research materials and services.
ABOUT THE ROLE
This role operates on a working pattern on a full-time basis of 35 hours per week between the hours of 08:00 – 18:00 e.g. 8am to 4pm, 10am to 6pm and is a 10 month fixed term contract. The start date for this position is 1st June 2023.
Our customer service team is essential in supporting OUP’s mission, by providing an exceptional level of service to our global customer base. To ensure we can provide this level of service in a time-efficient manner, we’re looking to recruit for our customer service team – and this is where you can make your mark.
We are looking to recruit a number of new Customer Service Assistants on a fixed term basis, for 10 months who will be working within our large team responsible for providing customers with efficient, quality pre and after sales service. Customers may include booksellers, educational establishments, OUP authors, private individuals or English language schools. You will also spend some time navigating and troubleshooting within a platform environment.
Key responsibilities include:
- Respond to customer enquiries received via telephone, email, chat, social media or via one of our online platforms.
- Serve as the first point of contact for customers seeking technical assistance with their online products and subscriptions.
- Process customer orders efficiently and accurately using SAP and Advantage.
- Achieve personal productivity targets to ensure departments service levels are met.
- Develop and maintain positive working relationships with our key internal stakeholders.
- Identify and recommend continuous improvement opportunities to enhance service and/or department efficiency.
ABOUT YOU
You will have:
- Customer service experience
- A strong focus and an understanding of the importance of quality customer service
- IT Literate and confident in Microsoft Suite
- An aptitude for attention to detail
- Experience troubleshooting customer issues
- Good written communication skills
BENEFITS
We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.
Please see our Rewards and Recognition page for more information.
QUERIES
Please contact [email protected] with any queries relating to this role.
We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
