Customer Service Representative (Hybrid - 3x per week in office)

Company Description

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.

Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Job Description

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.

What You'Ll Be Doing:

Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by:

• 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 to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest 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.
• In addition to the above, this role may also be required to help on projects and workload as determined by business needs and the Manager.

Qualifications

What We'Re Looking For:

• Previous Customer Service experience preferred.
• Experience of working to KPI’s/SLA’s.
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention for detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience of Microsoft Office.
• Experience of SAP preferable.

Additional Information

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

What We Offer In Return:

• An excellent work/life balance with a fantastic, 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
• Under the local company’s healthcare insurance plan with an option for the participation of other family members at the employee’s expense
• Employee assistance programme – offering 24/7 well-being 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 that great things happen when people connect face-to-face. That's why 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 conference – you get the flexibility and support to work from home or remotely.The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Bugis Junction Towers office in Singapore to ensure that as a balanced worker they can make it to our office location 3 days per week. 
• Relocation support is not provided for this role.

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact recruitment@tandf.co.uk

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. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. 

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor. 

If you have a disability, or face another barrier,  and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact Ivy Ma. Your request will be reviewed and considered in the strictest confidence.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers