Customer Service

Do you like to work as an integral part of the Customer Service Order to Cash department?
Would you like to provide outstanding customer experience to our internal and external customers?
About Team
Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.

About The Role
You will take ownership for orders from external and internal customers . You will be responsible for collaborating with Product team, Sales and account support teams to ensure successful and on-time delivery of services. You will have the opportunity to learn, develop and create complex reports for sharing insights and knowledge.

Responsibilities

• Always maintain Customer experience
• Ensure all the access and entitlements requests are processed within the agreed TAT & quality.
• Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.
• Adhering to Business/Process requirements as per SOP/Training Module.
• Develop in-depth knowledge of process/business.
• Complete RCA (Root Cause Analysis) for any escalations received for team with appropriate CAPAs
• Understand and have end to end process knowledge for the process.
• Ensure Quality Audited whenever required for the team.
• Be the key resource and support for the collections in the invoicing process.

Requirements

• Have good experience in a customer service or customer-facing role.
• Be a great problem solver, resolving problems using existing solutions.
• Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
• Have excellent computer skills in Microsoft Office with proficiency in Excel and the ability to learn new systems.
• Be fluent in English, verbal and written and have excellent all-round communication skills.
• Able to work as a team player and to effectively collaborate within a matrix organization.
• Person should be comfortable with different shifts based on business need(UK/US/INDIA)

Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working remotely from home or in our office in a flexible hybrid pattern( Based On Business Need )

Working for you
Benefits
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:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.
• Enhanced Health Insurance Options: Competitive rates negotiated by the company.
• Group Life Insurance: Ensuring financial security for your loved ones.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• Long-Service Awards: Recognizing dedication and commitment.
• New Baby Gift: Celebrating the joy of parenthood.
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
• Free Transport pick up and drop from the home -office - home (applies in Chennai)

About The Business
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.