Customer Service Representative

Taylor and Francis; Cambridge; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An international publishing company based in Cambridge seeks a Customer Service Representative to join their global team. The role involves managing customer inquiries, processing invoices, and resolving service issues. Candidates should have at least one year of experience in customer service, be proficient with Microsoft Office and CRM systems like Salesforce, and possess strong problem-solving skills. The position offers flexible hybrid working arrangements and generous benefits including annual leave and health support.

Benefits

Flexible hybrid working

25 days annual leave plus birthday and discretionary days

Volunteering days

Pension and health benefits

Qualifications

• At least one year of customer service experience, preferably in an office.
• Basic understanding of Tax.
• Knowledge of KPIs/SLA adherence.

Responsibilities

• Managing customer inquiries and ensuring resolution in line with policies.
• Resolving product or service issues by identifying root causes and implementing solutions.
• Reviewing and updating customer self-help portals.

Skills

Microsoft Office

CRM systems

Communication

Problem-solving

Time management

Education

Good educational background in English and Math

Tools

Salesforce

SAP

Job description

Social network you want to login/join with:

Customer Service Representative, Cambridge

Client:

Taylor and Francis

Location:

Cambridge, United Kingdom

Job Category:

Other

EU work permit required: Yes

Job Reference:

beecfa429f83

Job Views:

4

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

We are looking for a Customer Service Representative to work as part of our global team, providing outstanding customer service to internal and external customers. You will handle customer queries via phone, email, live chat, and in person, process invoices and quotes, resolve product or service issues, and suggest improvements to enhance customer satisfaction and efficiency.

Responsibilities include:

• Managing customer inquiries and ensuring resolution in line with policies and KPIs.
• Processing invoices and quotes accurately.
• Resolving product or service issues by identifying root causes and implementing solutions.
• Reviewing and updating customer self-help portals.
• Collaborating with other departments to manage workflows.
• Maintaining knowledge of policies, procedures, and systems.
• Supporting team members and participating in meetings.
• Using Salesforce and SAP/Salesforce for customer and order management.

Qualifications:

• Experience with Microsoft Office and CRM systems.
• At least one year of customer service experience, preferably in an office.
• Knowledge of KPIs/SLA adherence.
• Strong problem-solving and communication skills.
• Basic understanding of Tax.
• Good educational background in English and Math.

Skills and Behaviors:

• Results-driven with good time management.
• Creative problem solver.
• Excellent verbal and written communication.
• Attention to detail and accuracy.
• Ability to work under pressure and independently.
• Team player with a positive attitude.
• Self-motivated for continuous improvement.

Additional Benefits:

• Flexible hybrid working (3 days in-office, 2 days remote).
• 25 days annual leave plus birthday and holiday discretionary days.
• Volunteering days, employee assistance, share plan, pension, and health benefits.

Important Notes:

• Role based near Milton Park, Oxfordshire; UK residence required.
• Application deadline: 19 August 2025. Applications are reviewed on a rolling basis.

Development and Application Process:

We support your career growth with tailored development plans and resources. The interview process may include screening calls, video exercises, and competency interviews, conducted virtually or in person.

Our Commitment to Diversity:

We value diversity and inclusivity, encouraging applications from all backgrounds. We are an equal opportunity employer and foster a supportive environment for all colleagues.

Learn more about us at our Careers Site or visit our LinkedIn ‘Life’ Page for insights into our culture and team.