Customer Service Representative

We are looking for a Customer Service Representative to join a small technology publishing company based in Reading, Berkshire. Psychology Tools () is an online platform publishing evidence-based therapy resources for clinical professionals.

You will join a small team based in our Reading office near to Reading Station. Due to data security requirements, the postholder will be required to undertake their role at our office in Reading.

The role covers a range of Customer Service and administration tasks including offering technical support to our customers, and managing our expanding client base of organisational customers, many of whom are based internationally.

You will:

• Promptly respond to and resolve customer queries via our electronic helpdesk.
• Manage all Customer Service aspects for organisational customers of Psychology Tools, including correspondence with customers, financial administration (quotes, invoices, payment reconciliations), and troubleshooting account issues.
• Ensure that company and data security policies and procedures are followed.
• Support editorial and technical colleagues at an administrative level.
• Conduct regular audits of product and service quality.

The ideal candidate will be conscientious with close attention to detail, and will become independent in the day-to-day management of Psychology Tools business. Previous experience of working with highly confidential information in a customer focused environment, or as a Team Administrator in an operational or scientific environment, will be an advantage.

Essential skills:

• A solid background in a Customer Services environment.
• A high level of literacy and numeracy.
• Excellent communication skills.
• The ability to work and problem-solve independently.
• The ability to absorb complex process training quickly.
• A strong focus on detail and accuracy.
• A conscientious approach to work, reporting any issues as soon as they arise.
• A strong commitment to providing excellent Customer Service with the ability to proactively suggest improvements.
• Excellent I.T. skills (e.g. Word, Excel, helpdesk & database software).
• Financial acumen.
• Proven ability to prioritise your workload effectively.

Desirable skills:

• Previous experience with customer database administration (e.g. CRM systems, MS Access, Airtable).
• Previous experience with online accounting software (e.g. Xero, Sage).
• Previous experience in team administration, Customer Services or support.
• Previous experience with data protection practice & legislation.

Benefits:

• 25 days holiday per annum + national holidays.
• Enrolment in a company pension scheme with 4% employer contributions.

Agencies: We are not able to accept applicants and unsolicited interest via recruitment agencies.

Please apply via the button below. Alternatively please contact Allan Oehlers.