0720CHI-106X Researcher Support Agent

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 :

Position Overview

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.

Customer Service

  • 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
  • Team Work

  • 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
  • Personal Development

  • 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
  • Personal Qualities

  • 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
  • Key Competencies

  • Take initiative
  • Champion Change
  • Solves Problems and analyse issues
  • Technical and professional Expertise
  • Innovative
  • 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
  • Independent
  • 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
  • Other Information

    Position Title : Researcher Support Agent


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