Keep customers updated on Ability to use Demonstrate a progress towards resolutions analytical thinking to commitment to providing clear and accurate effectively delivering quality directions via ZenDesk and JIRA. troubleshoot results computer-related Responsible for providing an problems Meet team optimum level of customer productivity support and service to the Excellent written and averages in all internal and external customers verbal areas of Cengage. communication skills Minimise calls to Personally own, act and solve Excellent time technology team problems and complaints. management skills and attention to Embraces Speak clearly and listen intently detail Cengage core to facts when communicating values and with external customers. Ability to anticipate competencies internal and external Support and assist the Customer customer’s needs, A positive attitude Service Supervisor and all listen, understand to problem-solving Customer Service team customers and members. handle enquiries and Friendly, proactive solve problems communication Actively participate in organised Excellent telephone meetings. Ability to build manner rapport Constantly listen for feedback in Interpersonal skills all interactions with customers Shows respect to both internal and external and with the ability to others provide feedback to Customer build relationships and a willingness to Service Supervisor and Team Leader Customer Service. help others – Any other duties as directed. Operational 20% Answering customer telephone An understanding of Customer-first procedures and written enquiries and business practices focus actioning customer requests on a and knowledge of daily basis for price and publishing industry Accurate inputting availability, dispatch information, of information proof of delivery, back order Ability to prioritise printouts, copy invoices, incorrect tasks Conscientiousness, picks, incorrect invoicing. persistence and Organised and reliability in record Processing all orders accurately maintenance and and within our agreed KPIs. communication A willingness to Report problems to management learn and embrace and provide appropriate new technologies is solutions. essential Provide back up for the back Understand office team. colleagues’ roles to meet their needs and achieve desired outcomes Product 10% Maintain a high level of product Product and market Customer-first knowledge in all knowledge for all Cengage digital knowledge focus divisions and print products to understand customers’ needs. Ability to convey Product knowledge empathy when Develop an understanding of all interacting with Customer feedback Operations supported digital customers platforms and websites. Networking and platform experience Acquire and continually maintain Problem-solving Self-initiated the technical and product abilities with keen training and
Keep customers updated on progress towards resolutions providing clear and accurate directions via ZenDesk and JIRA. Responsible for providing an optimum level of customer support and service to the internal and external customers of Cengage. Personally own, act and solve problems and complaints. Speak clearly and listen intently to facts when communicating with external customers. Support and assist the Customer Service Supervisor and all Customer Service team members. Actively participate in organised meetings. Constantly listen for feedback in all interactions with customers both internal and external and provide feedback to Customer Service Supervisor and Team Leader – Customer Service. Any other duties as directed. Ability to use analytical thinking to effectively troubleshoot computer-related problems Excellent written and verbal communication skills Excellent time management skills and attention to detail Ability to anticipate internal and external customer’s needs, listen, understand customers and handle enquiries and solve problems Excellent telephone manner Interpersonal skills with the ability to build relationships and a willingness to help others Demonstrate a commitment to delivering quality results Meet team productivity averages in all areas Minimise calls to technology team Embraces Cengage core values and competencies A positive attitude to problem-solving Friendly, proactive communication Ability to build rapport Shows respect to others Operational procedures 20% Answering customer telephone and written enquiries and actioning customer requests on a daily basis for price and availability, dispatch information, proof of delivery, back order printouts, copy invoices, incorrect picks, incorrect invoicing. Processing all orders accurately and within our agreed KPIs. Report problems to management and provide appropriate solutions. Provide back up for the back office team. An understanding of business practices and knowledge of publishing industry Ability to prioritise tasks Organised and A willingness to learn and embrace new technologies is essential Understand colleagues’ roles to meet their needs and achieve desired outcomes Customer-first focus Accurate inputting of information Conscientiousness, persistence and reliability in record maintenance and communication Product knowledge in all divisions 10% Maintain a high level of product knowledge for all Cengage digital and print products to understand customers’ needs. Develop an understanding of all Operations supported digital platforms and websites. Acquire and continually maintain the technical and product Product and market knowledge Ability to convey empathy when interacting with customers Networking and platform experience Problem-solving abilities with keen Customer-first focus Product knowledge Customer feedback Self-initiated training and
Customer%20Service%20Agent%20%20CSA2318.docx