Customer Service Analyst at Oxford University Press

Parow, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

15 Aug, 26

Salary

0.0

Posted On

17 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Root Cause Analysis, Quality Assurance, Process Improvement, CRM, ERP, Telephony Systems, Order Processing, Mentoring, Escalation Management, Critical Thinking, Problem Solving, Written Communication, Verbal Communication, Attention To Detail, Coaching

Industry

Book and Periodical Publishing

Description

Education Learning changes lives – and we’re here to drive that change. We support people wherever and however they want to learn, so they can achieve their learning goals and uncover new possibilities. Today, we reach more learners than ever, in more ways than ever. And we’re just getting started. About the Role As a Customer Service Analyst, you will be responsible for handling complex customer queries, supporting process improvement, and providing advanced operational expertise across all customer service queues. The role is further responsible for acting as a subject matter expert, escalation point, and quality champion within the Customer Services team. The Customer Service Analyst will also support training, mentoring, and accuracy initiatives to reduce processing errors and enhance the overall customer experience. This role will be reporting to the Customer Services Manager based in Goodwood, Cape Town. Opportunity What you will do: Advanced Customer Support Handle high‑complexity queries, complaints, and escalations requiring deeper product, system, or process knowledge. Manage high‑impact customer accounts or sensitive cases requiring senior-level attention. Conduct root‑cause analysis on recurring or complex issues and provide timely resolutions. Quality & Accuracy Oversight Review, validate, and correct high-risk orders, credits, and returns before submission to reduce errors. Support error tracking, analysis, and corrective actions in partnership with the Customer Services Manager. Monitor quality of communications (email and phone) and provide recommendations for improvement. Process Improvement & Operational Support Identify workflow inefficiencies and contribute to the design and implementation of process improvements. Assist in updating SOPs, templates, order forms, and customer communication standards. Provide feedback to internal teams to resolve operational bottlenecks. Training & Mentorship Act as a first point of support for Customer Services Representatives for queries, coaching, and guidance. Assist with refresher training sessions and onboarding for new staff. Share best practices and ensure teamwide adherence to processes across all queues. Queue Leadership & Coordination Support daily queue allocation and ensure coverage during peak periods or staff shortages. Monitor queue health and escalate risks proactively. About you Essential Criteria Minimum of 5 years’ experience in customer service. Passed matric/grade 12 Proven experience in handling complex customer interactions. Proficiency in CRM, ERP, and telephony systems. Strong understanding of end-to-end order processing. Previous mentoring or quality-checking experience is advantageous. Excellent written and verbal communication skills. High attention to detail and commitment to accuracy. Strong problem-solving abilities and critical thinking. Ability to mentor and support junior team members. Calm, professional manner when handling escalations. Attributes Customer-centric mindset Accountability and ownership Collaboration and teamwork Coaching and mentorship ability Integrity and professionalism Closing date: 01 June 2026 Oxford University Press, an equal opportunity employer, seeks a talented individual to fill this post based in the Goodwood, Cape Town. Oxford University Press will consider all applications in terms of its Employment Equity Plan, which acknowledges the need for transformation.

Responsibilities

The role involves handling complex customer queries and escalations while serving as a subject matter expert for the customer service team. Additionally, the analyst is responsible for quality oversight, process improvement, and mentoring junior staff to enhance operational efficiency.