Job Description

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\xe2\x80\x99s 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\xe2\x80\x99ve 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\xe2\x80\x99s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we\xe2\x80\x99d love to hear from you.


This position involves working with a dedicated global renewals and retention team; an integral part of the department providing outstanding customer service to help retain existing customers, and to ensure an ongoing revenue stream in accordance with Company practice and procedures. You will be managing the annual renewals for high value, non-sales deal accounts within the APAC region, providing support and bespoke renewal offering to accommodate the customer budgets to optimise renewal revenue and ensure first rate customer satisfaction. Closing Date: Applications will close on 7th December 2023. What you\xe2\x80\x99ll be doing: Tasks are likely to include:

• Actively drive and close renewals for assigned accounts in the APAC region by developing strong, sustainable relationships via health check and outbound retention telephone calls, using denial data and discount structures, to minimize cancellations and maximise retention and achieve the annual forecasts
• Respond to customer queries daily via Salesforce email, live chat or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, denial data to prevent lost revenue, in line with policies/procedures, KPI\xe2\x80\x99s and Customer First training best practices.
• Take responsibility for the processing of orders, invoices, quotes, returns and claims in a timely and accurate manner and investigate outstanding and unallocated payments and organise the application of payments
• Liaise with the Agent team to follow up on lapsed subscriptions and payments, to ensure customers are responded to in a professional and timely manner
• Manage cancellation requests to reduce the risk of cancellation within specified SLA\xe2\x80\x99s, using the agreed discount structure and denial data
• Maintain Salesforce, by updating customer details accurately in a timely manner, documenting all account ownership
• Provide monthly reporting from the region, outlining performance, activity and trends in the region
• To contribute to continually enhancing service levels and customer experience throughout all touch points, to deliver the best customer experience
• Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area
• Meet all turnaround times, daily/weekly targets, and quality expectations daily management of own workload including prioritisation
• 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
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge
• Active participation in meetings, expressing your viewpoint but also recognising and listening to others.

Qualifications
What we\xe2\x80\x99re looking for: Typically, suitable candidates will have:

• Experience of Microsoft Office and proven ability to acquire technical and system knowledge
• Previous experience within Retention or Account Management is essential; building customer relationships and management of complex/challenging customer issues
• Strong analytical capabilities and advanced excel skills for reporting (essential)
• Experience using CRM/SAP systems (desirable)

Skills and Behaviours Required:

• Strong written, verbal skills in English and Mandarin and strong telephone skills to be able to communicate clearly and concisely via email, telephone, and live chat.
• A determination to drive for results and effective time management skills
• Must be extremely customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions
• A confident communicator with a focus on listening and acute attention to detail, who can quickly build internal and external relationships and handle customer complaints
• A critical and creative thinker, who seeks opportunities to deliver improvements.
• Must be self-motivated and energetic; able to work independently under pressure to deadlines with effective time management skills, and with minimal supervision
• An effective team player, with the proven ability to build and maintain good working relationships while retaining a positive and flexible attitude

Additional Information
What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture
• 20 days (pro-rata for the first year) annual leave per year, plus an extra day off for your birthday
• 4 paid volunteering days each year
• 14 days paid sick leave
• 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
• Share match - plan that matches every company share purchased with two free shares
• Annual health screening for employee and spouse, optical and medical care.

Location:

• This role is open to candidates in all location across Singapore, you must have the right to work and live in Singapore
• Balanced working with some working days spent at the Singapore office, so we do ask candidates to live within two-hours commutable distance to ensure they can make it to the office location.

Training And Professional Development: We\xe2\x80\x99re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We\xe2\x80\x99ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be. Interview process: Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we\xe2\x80\x99d then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant. Taylor & Francis Group an Informa Business 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 \xe2\x80\x93 please ask us, we are happy to be flexible! Please contact recruitment@tandf.co.uk Being Yourself at Taylor & Francis If you\xe2\x80\x99re 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\xe2\x80\x99t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution 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. 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 Or better yet check out our LinkedIn \xe2\x80\x98Life\xe2\x80\x99 Page, highlighting our accomplishments, employees, and company culture. It\xe2\x80\x99s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/