Jacplus Support Representative

Job Description:

Location:

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

The Advisor, Customer Service provides customer services relating to sales, support, and communications while ensuring good customer relations are maintained. This role educates and supports customers via calls and emails, provides in-the-moment problem-solving on tools and services, and responds to customer inquiries to ensure customer satisfaction. The Advisor works under general supervision handling competing priorities and developing accurate data to successfully resolve customer queries.

How you will make an impact:

1. Customer Support & Education
a. Educate and support customers and prospects via calls and emails
b. Provide in-the-moment problem-solving, support, and education on tools, technology, and services

2. Customer Relations
a. Ensure good customer relations are maintained through exceptional service
b. Build relationships and understand customer needs and wants

3. Inquiry Resolution
a. Respond promptly and professionally to customer inquiries via telephone, email, or online chat
b. Handle order and credit inquiries, price quotations, and technical support

4. Data Management
a. Handle competing priorities and develop and maintain accurate data
b. Keep records of customer interactions, transactions, comments and complaints

5. Problem Resolution
a. Ensure successful resolution of queries and customer issues
b. Acknowledge and resolve customer complaints effectively

6. Technology & Systems
a. Work comfortably with various systems including Microsoft Office and customer service platforms
b. Demonstrate proficiency with technology and willingness to master new tools

7. Collaboration
a. Work collaboratively within cross-functional team environment
b. Communicate and coordinate with colleagues as necessary

8. Impact
a. Impact own work through quality customer service delivery
b. Support achievement of service level commitments and customer satisfaction goals

What we look for:

·       High School Education minimum is required.

·       Exceptional written and oral communication skills.

·       Skilled with the use of technology and ability to pick-up new systems quickly; experience with Salesforce is desirable.

·       Ability to work in a fast-paced environment; excellent problem-solving abilities.

·       High attention to detail to ensure accurate data entry.

·       Effective planning and organisational skills to manage a high volume of inquiries.

·       Ability to foster strong relationships both internally and externally.

·       Self-motivated with a pro-active approach to work.

·       Experience in a customer service or data entry role would be advantageous.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.