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 Coordinator who is performance-driven, works well under pressure and possesses top-notch customer service skills.

How can you make an impact?

The Customer Service Coordinator assures timely and accurate fulfilment of customer enquiries/orders. You will ensure McGraw Hill provides a level of customer service that encourages business growth. You will learn to listen to the voice of the customers.

Working in an MNC environment where you will need to communicate with people across Asia, EMEA and US. You need to understand the current process and able to give/propose solutions to improve the process. You need to build the continuous improvement mindset.

This role will report to Customer Service Supervisor.

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 ecommerce related queries eg. refunds, purchases as needed.
• Run reports on pending orders to review and organize the data to submit for approval
• To check SFDC cases for new updates and re-assign to relevant teams to follow up
• Handle all returns/claims in a quick and efficient way.
• Forward customer enquiries to the appropriate department when necessary
• Performs other duties as required and requested
• Participate actively and assist with any ad hoc project work.

Essential requirements:

• Experience in Customer Service preferably in a contact center handling customer support query
• Responsible for all customer inquiries and orders
• Follow up on customer inquiries by taking specific actions in a timely manner
• Provide technical support and troubleshoot software and system related inquiries
• Present training to new users on fulfilling and billing of digital products
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with “like skills” based on resume and job data. To request an alternative screening process, please select “Opt-Out” when asked to “Consent to use of Automated Employment Decision Tools” during the application.