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Customer Service Representative
Cengage Group. Handle returns processing, order processing, and customer enquiries .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on accuracy and efficiency in processing orders, returns, and customer inquiries. Proficient in Microsoft Office, particularly Excel, and capable of adapting to new systems while maintaining attention to detail and organizational skills.
Highest-signal resume keywords
Customer Service ExperienceMicrosoft Excel ProficiencyOrder Processing SkillsAttention to DetailProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ProcessingReturns ProcessingData EntrySales History ValidationBasic MathematicsExcel Spreadsheet ManagementSAP ERPLegacy E1 SystemsCustomer Order ManagementStatistical Reporting
Soft Skills
Organizational SkillsTime ManagementCritical ThinkingFlexibilityTeam Collaboration
Tools & Technologies
Microsoft OfficeCengage Internal SystemsOutlook
Certifications & Qualifications
NVQ Level 3 in Customer Service
Industry Keywords
Customer SupportCompany Code of ConductCengage EthosAuditing Requirements
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Handle returns processing, order processing, and customer enquiries
- Provide prompt, efficient, reliable, accurate, professional customer service via face-to-face, telephone, email, and letters
- Learn Cengage products and printed and digital product formats and delivery methods
- Assist with preparing and approving returns requests
- Check sales details in SAP ERP and Legacy E1 systems
- Validate returns requests against the Company Authorised Return Policy
- Complete Excel spreadsheets using valid sales-history details
- Use Microsoft Office and internal Cengage systems for daily tasks
- Process and enter customer orders, credits, and returns accurately and efficiently
- Process special requests requiring overrides while following authorised approval procedures
- Acknowledge and confirm enquiries and requests within agreed service levels
- Capture statistics and activities and prepare daily, weekly, and monthly reports
- Support peers and senior members of the Customer Operations Team
- Follow company procedures, policy, and auditing requirements
- Adhere to the Company Code of Conduct and uphold Cengage’s shared Ethos
Requirements
What you’ll need- At least 4 GCSE Grade C or higher, including English and Maths
- At least 12 to 18 months working in a customer support role engaging with customers and updating systems and records
- Evidence of basic Microsoft Office skills, including Excel spreadsheets and Word documents
- Basic mathematical ability, including addition, subtraction, and percentages
- Ability to maintain emails and calendars in Outlook
- Ability to learn and adapt to new systems and input data accurately and proficiently
- Organisation, prioritisation, scheduling, and time-management skills
- Problem-solving skills for customer complaints and inquiries
- Attention to detail, accountability, resourcefulness, critical thinking, flexibility, and ability to work independently and as part of a team
- Ability to identify with Cengage Company Ethos
- Preferred: NVQ level 3 in Customer Service or equivalent qualification
- Preferred: Experience working with large data sets in Excel and analysing data
- Preferred: Strong customer focus
Benefits
Comp & perks- Training and support to develop professionally
- Access to a wide range of online IT and other training courses
- Reasonable accommodation for qualified individuals with disabilities
- Inclusive workplace culture
- Full-time employment