Customer Service Representative, Wolters Kluwer

Temporary

Salary not provided

Excel

SAP

Mid and Senior level

London

Hybrid (8 days/month)

2+ days a week in office (Kingston, London )

Information services and software solutions

Be an early applicant

Information services and software solutions

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Be an early applicant

Salary not provided

Excel

SAP

Mid and Senior level

London

Hybrid (8 days/month)

2+ days a week in office (Kingston, London )

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Company mission

To empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Job

Company

Role

Who you are

Advanced Communication: Highly effective in both verbal and written exchanges
Customer Insight: Deep understanding of customer behavior and needs
Complex Problem-Solving: Ability to resolve advanced issues with innovative solutions
Analytical Skills: Strong ability to analyze data and provide actionable insights
Leadership: Capable of mentoring junior associates and leading by example
CRM Expertise: Proficient in advanced use of CRM and other support software
Process Improvement: Skilled in optimizing customer service operations
Industry Knowledge: Updated knowledge of relevant industry trends
Prior knowledge of SAP and SFDC is desirable
Excellent customer service skills and a high level of attention to detail
Good Microsoft Excel Skills

What the job involves

We are looking for a Customer Service Representative (temporary) to join our team
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
Deliver excellent customer experience
Maintain customer contracts
Manage complex customer inquiries and provide in-depth solutions
Conduct advanced troubleshooting and problem resolution
Assist in refining customer service processes and procedures
Provide mentorship and support to junior associates
Handle escalated customer issues and ensure proper resolution
Perform detailed analysis of customer feedback and suggest improvements
Oversee and ensure accuracy in customer documentation
Prepare and deliver reports on customer service metrics
Participate in cross-functional projects to enhance customer service
Maintain up-to-date knowledge of industry trends and company products

Salary benchmarks

Our take

For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.

While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.

The company is currently focused on its 2022-2024 strategy, which is a three-year value elevation strategy aimed at accelerating expert solutions, expanding its reach, and evolving its core capabilities. After delivering on its 2019-2021 strategy (resulting in €4.8 billion in revenues in 2021 alone) Wolters Kluwer is well set to remain on its long-standing path of growth and success.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Glassdoor (3.7)

Company

Company benefits

Hybrid/Flexible Work Environment

Company HQ

Alphen aan den Rijn, Netherlands

Leadership

Nancy McKinstry

(CEO & Chairman of the Executive Board, not founder)

Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.

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