Customer Service

2 weeks ago

Remote, India PETER LANG PRIVATE LIMITED Full time

Peter Lang is an international publishing group specialising in Humanities and Social Sciences. We publish about 1,000+ books every year in German, English, and French, as well as in multiple other languages, from traditional print products to eBooks and Open Access publications.

Back in 1970, the Swiss entrepreneur and philanthropist Peter Lang founded his academic publishing company in his own name. In over fifty years since then, the company has undergone growth and change and overcome many challenges as an independent, internationally focused business. We are now a dynamic, entrepreneurial group of colleagues working across the globe to deliver excellence in academic publishing.

You will experience an international work environment with lean management. The Peter Lang headquarters in Lausanne, Switzerland, are the central hub for management and administration. The rest of our team is based in continental Europe, Anglo-American regions, and Asia with offices in Berlin, New York, Oxford, Brussels, Chennai and supporting locations in Vienna, Warsaw, Istanbul and Madrid.

Key Responsibilities:

- Ensure the satisfaction of our authors.
- Liaise with financial departments to ensure accurate and timely processing of royalty payments.
- Handle customer complaints professionally, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Proactively monitor customer complaints via our feedback forms and on social media and reach out to provide assistance.
- Keep records of customer interactions, process customer accounts and file documents accurately.
- Prepare and report to the senior management on the status and progress of royalty payments made.
- Identify opportunities to streamline the royalty process and improve efficiency.

Required Qualifications & Skills:

- Excellent Communication: You are an excellent communicator with at least 3-5 years of work experience, ideally in Customer Service, Sales, Project Management or another communication-intense field.
- Customer Orientation: Patience when handling tough cases and the ability to adapt/respond to different types of characters
- Critical Thinking & Problem-Solving: Capable of identifying and resolving issues effectively.
- Analytical Skills & Attention to Detail: Meticulous in verifying information and ensuring the correctness of the royalty statements and tracking the progress in Excel.
- Proficiency in English writing: We are an academic publisher and professional communication is key (no spelling, grammar mistakes).

Desired Qualifications & Skills
-  Interest in publishing and academic research
- Experience in HubSpot or other help desk / CRM systems
- Affinity for numbers (not afraid of big excel sheets)
- Language skills (German, French, Spanish, etc.)

Location: remote, CET time zone

Employment rate: 100%

If you are ready to contribute to the excellence of the Peter Lang Group and thrive in a dynamic publishing environment, we invite you to apply. Join us in shaping the future of academic publishing

Are you interested?

**Job Types**: Full-time, Permanent

Pay: Up to ₹59,999.00 per month

**Benefits**:

- Work from home

Schedule:

- Day shift
- Monday to Friday
- UK shift
- Weekend availability

**Experience**:

- total work: 3 years (required)

Work Location: Remote

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