Customer Service Representative

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cengage Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

💰 Private Equity Round on 2023-06

Education • eCommerce • SaaS

Cengage Group is a global education technology company dedicated to enhancing learning experiences. With over 100 years of service, Cengage provides affordable and high-quality digital products and services that help learners become job-ready. Their offerings support various educational goals, including reskilling, upskilling, degree attainment, and language learning, ensuring access to quality education for individuals of all backgrounds and abilities.

📋 Description

• Handle returns processing, order processing, and customer enquiries • Provide prompt, efficient, reliable, accurate, professional customer service via face-to-face, telephone, email, and letters • Learn Cengage products and printed and digital product formats and delivery methods • Assist with preparing and approving returns requests • Check sales details in SAP ERP and Legacy E1 systems • Validate returns requests against the Company Authorised Return Policy • Complete Excel spreadsheets using valid sales-history details • Use Microsoft Office and internal Cengage systems for daily tasks • Process and enter customer orders, credits, and returns accurately and efficiently • Process special requests requiring overrides while following authorised approval procedures • Acknowledge and confirm enquiries and requests within agreed service levels • Capture statistics and activities and prepare daily, weekly, and monthly reports • Support peers and senior members of the Customer Operations Team • Follow company procedures, policy, and auditing requirements • Adhere to the Company Code of Conduct and uphold Cengage’s shared Ethos

🎯 Requirements

• At least 4 GCSE Grade C or higher, including English and Maths • At least 12 to 18 months working in a customer support role engaging with customers and updating systems and records • Evidence of basic Microsoft Office skills, including Excel spreadsheets and Word documents • Basic mathematical ability, including addition, subtraction, and percentages • Ability to maintain emails and calendars in Outlook • Ability to learn and adapt to new systems and input data accurately and proficiently • Organisation, prioritisation, scheduling, and time-management skills • Problem-solving skills for customer complaints and inquiries • Attention to detail, accountability, resourcefulness, critical thinking, flexibility, and ability to work independently and as part of a team • Ability to identify with Cengage Company Ethos • Preferred: NVQ level 3 in Customer Service or equivalent qualification • Preferred: Experience working with large data sets in Excel and analysing data • Preferred: Strong customer focus

🏖️ Benefits

• Training and support to develop professionally • Access to a wide range of online IT and other training courses • Reasonable accommodation for qualified individuals with disabilities • Inclusive workplace culture • Full-time employment