Job Description

Do you have a PASSION for customer service? McGraw Hill is a leading publisher of digital and print-based learning solutions for the professional, medical, K12 and higher education markets. We are s Do you have a PASSION for customer service McGraw Hill is a leading publisher of digital and print-based learning solutions for the professional, medical, K12 and higher education markets. We are seeking an experienced and motivated customer service representative who is performance-driven, works well under pressure and possesses top-notch customer service skills. How can you make an impact Our Customer Service team assures timely and accurate fulfilment of customer enquiries/orders. As a Senior Customer Service Executive , you will ensure McGraw Hill provides a level of customer service that encourages business growth. Main responsibilities will generally include: Respond to both internal and external customer inquiries via phone/emails/SFDC Documents call contacts and details completely and accurately following established processes and procedures Provide troubleshooting support on digital products and to escalate cases if necessary Handle e-commerce related queries eg refunds, purchases as needed Run reports on pending orders to review and organize the data to submit for approval Forward customer enquiries to the appropriate department when necessary Essential requirements:- Experience in Customer Service preferably in a contact centre handling customer support queries Responsible for all customer inquiries and orders Present training to new users on fulfilling and billing of digital products Follow up on customer inquiries by taking specific actions in a timely manner Provide technical support and troubleshoot software and system related inquiries