Customer Service Representative

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being.

Purpose:

The Customer Service Representative will work within our Customer Service Team covering all aspects of returns processing, order processing and customer enquiries. To provide a prompt, efficient, reliable and accurate service in a courteous manner via various channels, face to face, over the phone, or via emails and letters, using Microsoft office software and other internal Cengage systems to perform tasks within agreed service levels whilst working alone or as part of a larger group. Learning all aspects to allow cover and support across the small team.

Key Responsibilities:

Training will be provided to become acquainted with Cengage products and the different formats and delivery of both printed and digital products, which will enable effective customer service support and assistance in handling customer enquiries and processing orders and transactions:

• To assist in the preparation of approving returns requests. This involves checking sales details in our SAP ERP system and Legacy E1, validating the request falls within Company Authorised Return Policy. This will require excel spreadsheets to be completed with valid details from sales history.
• Using Microsoft Office and other internal Cengage systems to perform and accomplish daily tasks.
• Processing and entering of customer orders, credits and returns in an efficient and timely manner directly into Cengage systems, with a focus on accuracy and ensuring we can meet the required deliverables.
• Processing special requests which require overriding of default terms and settings, whilst ensuring appropriate authorised approvals are adhered to and followed.
• Ensuring all enquiries/requests are acknowledged and confirmed as processed within agreed Service Levels
• Capturing stats/activities and recording via Excel or other software, as the need arises, via daily, weekly and/or monthly reports.
• Providing support and assistance to peers and/or senior members of the Customer Operations Team as required
• Following procedures in line with Company Policy and Auditing requirements.
• Adhering to the Company Code of Conduct and upholding the values of Cengage’s shared Ethos.

Skills Required:

• Communication Skills - both verbal and written, clear and concise with active and comprehensive listening, and the ability to use positive language, always maintaining professionalism and courtesy.
• Maths Skills – basic mathematical ability addition, subtraction, percentages.
• IT Skills – use and good knowledge of Microsoft office, maintaining emails and calendars (Outlook) and working with spreadsheets (Excel) and documents (Word), with the ability to learn and adapt to new systems and effectively input data accurately and proficiently.
• Organisation Skills – prioritising tasks, managing long term projects, adhering to schedules, and completing tasks ahead of deadlines.
• Time Management – managing time and distractions effectively, juggling tasks to ensure priorities are managed and maintaining high productivity levels whilst adhering to deadlines.
• Problem Solving – ability to evaluate Customer complaints/inquiries empathetically and provide support and resolutions.
• Flexibility – ability to adapt to new situations and handle unplanned changes calmly.
• Attention to Detail – ability to focus and avoid errors, no matter how small the task, and be able to perform it with accuracy and thoroughness.
• Accountability – owning a task and your performance on the task, displaying honesty and integrity.
• Resourcefulness - ability to manage different tasks and/or several tasks simultaneously, and to work on one’s own initiative researching or finding information which can aid colleagues and senior team when needed.
• Critical Thinking – ability/curiosity to observe and identify problems/opportunities to look for solutions or suggest changes to processes which may provide improvements or insight into flawed or out dated processes/situations.
• Team Player – being aware and responsive when the team needs a collective approach to achieve a goal, working professionally and positively as a group and always contributing your best efforts.
• To identify with the Cengage Company Ethos of, Put Learning First, Embrace the Unknown, Set the Bar Higher, Do More Together and Be Candid

Crucial Role Requirements:

• At least 4 GCSE Grade C or higher (English and Maths crucial)
• 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 working with spreadsheets (Excel) and documents (Word)
• Highly motivated to develop yourself with the support of the business (access to a wide range of online IT and other training courses)
  

Preferred:

• Educated to NVQ level 3 in Customer Service or equivalent qualification.
• Have had experience of working with large data sets in Excel and analysing data.
• Strong customer focus

About Cengage Group

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Equal Opportunity Employer

Cengage Group EMEA is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects our country and our customers. We do not discriminate based upon race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences or for any other reason.

Cengage Group is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at emea.hr@cengage.com