Customer Service Representative (TEMP)

Wolters Kluwer is a global leader in information services and solutions for professionals in the finance, tax and accounting, risk and compliance, health and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.We are looking for a Customer Service Representative (temporary) to join our team.About the role:The Customer Service Representative is responsible for ensuring that customer queries are dealt with quickly and efficiently whilst ensuring the highest standards of service are provided to our customers.Working as part of a small team within the Finance Department, the Customer Service Representative will be able to demonstrate excellent communication skills when answering customer queries via a range of mediums including e-mail, telephone and Live Chat. Predominantly most queries will relate to billing, which will be resolved by utilising a range of databases to investigate, identify and fix billing errors, some of which can be complex in their nature.The Customer Service Representative will work closely with the Customer Service Team Leader and other members of the team, as well as collaborating with other colleagues both within the Finance Department and other parts of the business.Responsibilities:Deliver excellent customer experienceMaintain customer contractsManage complex customer inquiries and provide in-depth solutionsConduct advanced troubleshooting and problem resolutionAssist in refining customer service processes and proceduresProvide mentorship and support to junior associatesHandle escalated customer issues and ensure proper resolutionPerform detailed analysis of customer feedback and suggest improvementsOversee and ensure accuracy in customer documentationPrepare and deliver reports on customer service metricsParticipate in cross-functional projects to enhance customer serviceMaintain up-to-date knowledge of industry trends and company productsSkills:Advanced Communication: Highly effective in both verbal and written exchangesCustomer Insight: Deep understanding of customer behavior and needsComplex Problem-Solving: Ability to resolve advanced issues with innovative solutionsAnalytical Skills: Strong ability to analyze data and provide actionable insightsLeadership: Capable of mentoring junior associates and leading by exampleCRM Expertise: Proficient in advanced use of CRM and other support softwareProcess Improvement: Skilled in optimizing customer service operationsIndustry Knowledge: Updated knowledge of relevant industry trendsPrior knowledge of SAP and SFDC is desirableExcellent customer service skills and a high level of attention to detailGood Microsoft Excel SkillsIf you think that you have the needed requirements click on the apply button to join us and be the difference. If making a difference matters to you, then you matter to us.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status, in accordance with local regulations.Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.