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Customer Services Assistant

Date: Apr 27, 2021

Location: Enfield, ENG, GB, EN1 3XA

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.

We are currently recruiting for a Customer Services Assistants to support our UK Customer Services teams.

 

The successful candidates will take pride in their work, be able to pick up new systems and processes quickly and work in an efficient and effective way whilst under pressure.

 

 

Key Responsibilities:

 

  • Completing all routine administrative activity including:
    • Processing of all orders within 48 hours.
    • Liaising with publishers and commence processing/completing quotes under 50 line items.
    • Dealing with non-delivery of subscriptions to customers through further investigation
    • Support with 3rd escalated print and e-access claims upon request from Customer Account Manager.
    • Management of publisher replies & cancellations
    • Deal with ad-hoc projects upon request and general support to colleagues in the customer services team, phone support and handling of general customer communication.
    • 100% usage of NETCRM
    • Assist other members of the team by providing backup duties on an ongoing basis with accounts.  Responsibilities include, but are not limited to, taking over Customer Account Managers portfolios/cases during absences upon request from management, proactive communication and assisting with overflow work when necessary.
    • Regularly update line manager and colleagues on progress of work and any problems preventing or delaying completion, and recommend solutions
    • Strive for 100% achievement of performance against SLA
    • Strive for 100% adherence to best practice
    • Add value to customer, company, department and team
    • Have thorough understanding of systems and workflows, products and services

 

 

 

The Candidate

 

Essential experience and requirements:

  • Demonstrable experience of working in a similar role with at least 2 years’ experience
  • Good literacy and numeracy skills
  • Excellent data entry and processing skills and good experience of Microsoft office version 10
  • Excellent attention to detail and accuracy of work
  • Ability to perform to expected standard under pressure
  • Responsive to instruction, quick to learn and update knowledge and share with others
  • Excellent communication skills
  • Strong work ethic with a desire to achieve and maintain high standards
  • Pro-active approach and a ‘can do’ attitude
  • Able to grasp in-house systems quickly
  • Ability to multi task and resolve problems

 


Job Segment: Data Entry, Customer Service, Administrative