Researcher Support agent

RS Agent

Do you like collaborating across teams to deliver success for customers?

Would you like to provide first-class guidance and support to the customer?

About our Team

Our team works with Editors, Authors, Reviewers, and colleagues to support with their queries throughout the editorial process. We ensure timely and high-quality customer service, delighting our customers every step of the way. We're a global team, with colleagues across different locations.

About the Role

As a RS Agent, you will be the first point of contact for customer queries. Your focus will be on providing excellent customer service by adhering to the process protocols, ensuring customer experience being the key priority. You will be passionate about delivering the optimal customer experience, whether this is through your own interactions with our customers, or through your tenacity to resolve the root cause of a wider problem in partnership with internal teams who have a shared responsibility of the process.

Responsibilities

· Employing the highest level of customer service, act as the primary day-to-day contact for queries for our customers

· Have a good understanding of each customer role that we support, their persona's, the end-to-end customer journey and understand the functions of your area of work and how it interacts with the rest of the organisation

· Adopt a proactive approach to customer service, offering additional products and services to better serve customer needs

· Participating continuous improvement, working with colleagues to review processes and performance, ensuring high levels of quality and customer satisfaction

· Managing the process for assigned incidents, providing process support to stakeholders, and ensuring timeliness

Requirements

· Be fluent in English (oral and written) and have excellent all-round communication skills

· Have solid organization, planning and change management skills

· Show an aptitude for excellent attention to detail

· Be proficient in Microsoft Excel, PowerPoint, and Word.

· Have a Bachelor's degree in English, communications, journalism or related field of study

· Experience in a customer service role

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals.

· Working remotely from home and at our office in a hybrid working style.

· Working flexible hours - flexing the times you work in the day in discussion with your manager.

Working with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

· Group Health Insurance Policy (covering self and family)

· Group Life insurance/accident policy

· Generous long-service awards

· New Baby gift

· Subsidised food provided (applies to India- Chennai)

· Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave

· Free Transport provided to and from the office (applies to India-Chennai)

Working for you

About Us

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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