Overview
We are looking to welcome a Customer Service Representative to join our Global Customer Service Department.
You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Team Leader.
Closing Date: Applications will close on Friday 31st October 2025.
Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising.
We therefore encourage you to apply at the earliest opportunity.
Responsibilities
- Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practice.
- Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution, expediting corrections/adjustments, and following up to ensure resolution.
- Reviewing the customer self-help portals after customer contacts and suggesting new content or amendments to the relevant team to improve customer satisfaction, increase productivity or reduce costs.
- Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
- Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed and assisting with training if appropriate.
- Using Salesforce to manage customer contacts and workflow in line with the SOP.
- Supporting projects and workload as determined by business needs and the Manager.
Qualifications
- Previous Customer Service experience preferred.
- Experience of working to KPI’s/SLA’s.
- Excellent verbal and written communication skills in English and the ability to communicate clearly and concisely.
- Great attention to detail, maintaining accuracy and speed.
- Ability to work under pressure to deadlines with minimal supervision.
- Team player attitude with good working relationships and a positive approach.
- Experience of Microsoft Office.
- Experience of SAP preferable.
What we offer
- Excellent work/life balance with flexible working culture
- 20 days (pro-rata for first year) annual leave per year, plus an extra day off for your birthday
- 4 paid volunteering days each year
- Healthcare insurance with option for family members at the employee’s expense
- Employee assistance programme – 24/7 wellbeing support
- Performance bonus
- Share Match – plan that matches every company share purchased with two free shares
- Annual health screening, optical and dental care
Location
This role is open to candidates residing in Singapore.
You must have the right to work and live in Singapore.
We believe great things happen when people connect face-to-face.
We work in-person with each other, or with customers and partners, three days a week or more.
When you’re not spending time together in one of our offices or other workplaces – like at conferences – you have the flexibility to work from home or remotely.
The successful candidate should be able to commute to our Bugis Junction Towers office in Singapore to ensure balanced working three days per week.
Relocation support is not provided for this role.
Contact and inclusion
Please contact recruitment at if you need an adjustment to assist your participation in the hiring process and/or in the advertised position.
Taylor & Francis is an Equal Opportunity Employer and values diversity.
We encourage applicants of all backgrounds to apply.
Being Yourself at Taylor & Francis: If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above.
Our Careers Site:
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