Customer Service Representative

5 days ago

Boca Raton, Florida, United States Informa Group Plc. Full time
Job Title: Customer Service Representative

We are seeking a highly skilled and customer-focused Customer Service Representative to join our US team. As a key member of our customer service department, you will be responsible for providing exceptional service to our internal and external customers, ensuring their needs are met and exceeded.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and other channels, resolving issues in a timely and professional manner.
  • Process orders, invoices, and quotes accurately and efficiently, ensuring customer satisfaction and loyalty.
  • Resolve product or service problems by clarifying customer issues, determining root causes, and selecting the best solutions.
  • Collaborate with internal teams to improve customer self-help portals and suggest new content or amendments.
  • Manage day-to-day business processes, liaising with other departments as needed.
  • Develop and maintain knowledge of department policies, processes, and systems, sharing expertise with colleagues.
  • Participate in meetings, sharing viewpoints and listening to others, and suggesting improvement ideas to enhance customer satisfaction, productivity, and cost-effectiveness.
Requirements:
  • Previous customer service experience, preferably in a similar industry.
  • Ability to work to accomplish KPIs/SLAs and meet quality assurance standards.
  • Excellent verbal and written communication skills in English, with the ability to communicate clearly and concisely.
  • Great attention to detail, maintaining accuracy and speed, and ability to work under pressure to deadlines with minimal supervision.
  • Able to type at least 40 wpm and proficient in Microsoft Office and Microsoft Excel.
  • Experience with SAP and Salesforce is preferable.
What We Offer:
  • Competitive hourly pay rate - $21.98 (~$40,000 annually).
  • An excellent work-life balance with a flexible working culture.
  • 15 days paid vacation, 10 paid sick days, and 2 paid floating holidays + paid day off for your birthday each year.
  • 3 additional discretionary days off during the holiday season at the end of the year, 4 paid volunteering days each year, and up to 8 weeks of paid parental leave.
  • Paid leave for significant life events, medical, vision, dental, and other voluntary benefits, 401(k) + employer match, and seasonal social and charitable events.
What You Should Know:
  • Have the right to live and work in the United States.
  • Be located within commuting distance of our Boca Raton office location (2385 NW Executive Center Dr).
  • This is a hybrid role that will require the successful candidate to report on site 1x weekly.

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