Customer Service Representative

1 week ago

Macquarie Park, Australia Wolters Kluwer Full time

Job Summary

Key Respionsibility:

- Provide support and advice to customers using Wolters Kluwer products and services.
- Investigating and solving customers’ problems.
- Manage and Resolve customer queries within service level agreements.
- Provide support and advice to the sales organisation.
- Delight customers through a positive onboarding experience, including:

- User/platform provisioning.
- Customer communications.
- Contribute to the updating of solution documentation, process improvement.
- Continuously identify work process improvements and communicate to team leaders and (or) manager.
- Assist Customer Service team as required.

Daily Customer enquiries may include:
- Product Information - subscriptions, books, currency of service, adjustments
- Account - Invoices, Statements, taking payments
- Technical - user registration to online services, delete/edit user profiles, Software product, eBooks and Platform access enquiries
- On boarding of new users
- Editorial content escalation, Sales Lead escalations
- Outbound calls
- Updating CRM data
- Service Recovery follow up
- Investigating Order tracking enquiries

Knowledge/skills and Experience:
- Excellent communication skills and quick to build rapport with customers
- Minimum of 2 years customer service experience
- Exceptional written and oral communication skills
- Experience in supervising the daily operations of the team
- Experience in managing a contract renewal process
- Strong investigative skills
- Demonstrated problem definition and resolution skills
- High degree of computer literacy
- Excellent telephone manner and listening skills
- First level Technical Support experience - ability to trouble shoot errors, resolve or escalate.

About our values

We are a company that lives and breathes its values: Focus on Customer Success, make it Better, Aim High & Deliver and Win as a Team. We believe in promoting and developing our people and provide a suite of benefits to make your life easier both at work and play.
- We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. You can learn more about what we do by visiting our website: _

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