Researcher Support Agent
Elsevier is a global leader in the development and dissemination of scientific, technological and medical knowledge. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well-being.
This is what Elsevier means to humankind today. Translate that into career fulfillment and you will know the real benefits of joining a company of people that is constantly innovating to inspire ground breaking research
Please provide information about your group and the day to day activities including :
Elsevier is the world's leading provider of scientific content, serving the needs of the scientific, technological and medical markets.
Over 1 million research papers were submitted to Elsevier in 2013, which following peer review resulted in the publication of 350,000 articles in over 2000 journals.
Local Language Customer Support
The team is dedicated to supporting our valued customers (authors / editors / reviewers / editorial office) from using our Editorial system to submit / review / manage manuscripts.
Our Editors / Reviewers / Authors demand and expect the best service from Elsevier. The team provide detailed technical support, by phone, email and online chat (planning to provide) giving the customer the information they need so they are very satisfied with the quality of service.
This role will provide support to ensure that they can deliver this. Guidelines and processes are in place but there are not set scripts, the team therefore need encouraging to adapt their communication style and responses according to the needs of each customer
We are the main point of contact with Elsevier’s authors / reviewers / editors, who are also our customers. We hear the issues they have with aspects of our service, where we can do better, what we are doing well and how our products and services have made a difference.
This role is empowered to identify issues and take ownership of resolving them.
Our business is growing and changing rapidly, our approach to customer service and how we organise ourselves to provide this service also changes rapidly.
The team must be flexible, adaptable and resilient. It is a busy and demanding environment, requiring the ability to quickly establish positive working relationships with a changing group of colleagues, within the immediate team and global business.
Customer satisfaction is measured after each customer contact and personal contribution to that customer’s satisfaction is evaluated.
This role will be responsible for taking forward the actions that come out of these results. This will include the giving of feedback and support to team members struggling to meet the required standard.
Provide professional service and support for all customers
L ead by example to encourage and inspire others to provide excellent customer service, putting the customer first
being prompt, polite and professional at all times and getting it right first time
Have good communication skills, both written and verbal, to include experience of inbound and outbound calls
Act as an escalation point for customer enquiries and help to resolve complex queries
Take ownership of all tasks and proactively manage through to resolution.
Pre-empt questions and aim for first time resolution of all queries, delivering complete and accurate responses
Right First Time)
Meet productivity standards and adhere to Department policy, best practice guidelines and procedures
Understand the functions of your area of work and how it interacts with the rest of the organization
Adopt a proactive approach to customer contact, offering products / services to better serve customer needs
Manage workload, review capacity and volumes to ensure SLAs are met
keep customer informed and updated on the progress of their enquiry
Be aware of, and have the ability to adapt to, cultural differences
Promote team work & collaboration to effectively achieve individual, team and departmental objectives,
sharing knowledge and skills
Provide support within own team and to other teams as required
Demonstrate a positive and flexible approach to changing business priorities
Build and maintain effective relationships
Have the ability to actively participate projects, delivering milestones on time and to agreed project guidelines
Have the ability to build a good relationship with business stakeholders, such as the Sales, offshore team, etc.,.
Customer Experience Improvement
Gather and use customer feedback to identify and resolve issues
Be first point of contact for the escalation of issues & use own initiative for problem solving; identifying
and escalating problems affecting service to your Team Manager as appropriate
Raise and contribute ideas, for the continuous improvement of customer service
Participate and contribute to projects that will make a difference to the service we provide
Take responsibility for identifying own needs for personal development and additional training.
Take responsibility for learning the skills necessary to identify issues, analyze the problems and offer solutions.
Actively seek opportunities for personal development and feedback on performance
Be open and react constructively to feedback to improve your performance
Technical and Professional
Proficient in whole MS package, especially Excel and PowerPoint sufficient to present to a senior audience
Have the ability to gather and interpret data and report on the findings
Proven problem solving skills
Become proficient in the use of Elsevier operating systems
Have the ability to share knowledge in a positive manner, tailored to the individuals needs
Good interpersonal skills allowing you to network and communicate with people at all levels
Respond positively to change
Remain positive, enthusiastic and proactive
Self-managing and organized
Able to promote teamwork and co-operation
Self-motivated and professional with the ability to adapt style as necessary
Methodical with an eye for detail
Positive and flexible approach to changing business priorities
Ability to deliver constructive feedback
Solves Problems and analyse issues
Technical and professional Expertise
Practice self -developments
General Knowledge and Technical Skills
The right person for this role needs to be :
Approachable, supportive and empathetic
Understanding of customer requirements
Knowledgeable about Elsevier and its business and happy to share that knowledge.
Able to challenge and innovate
Proficient in the whole MS package, especially Excel and PowerPoint to an intermediate level
Aware of own developmental needs
Fluent in both verbal and written English (TOEIC 860 or more) Japanese and Simplified Chinese.
Required Education and Experience
A good general standard of education BA
Experience of professional communication using email, telephone and chat or face to face
Proven ability in process challenge and improvement
2-3 years working experience in customer service role
Position Title : Researcher Support Agent