Customer Support Representative

Customer Support/Ops Coordinator I

Job Description Summary

To work as an integral part of the Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.

The OR&F Associate is responsible for:

• Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print products

• Collaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements.

• Timely execution of requirements towards Orders, Renewals and Fulfillment.

Job Description

• Maintain Customer experience at all times

• Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality.

• Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines.

• Adhering to Business/Process requirements as per SOP/Training Module.

• Develop in-depth knowledge of their process/business

• Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs

• Understand and have end to end process knowledge for the process

• Ensure all assigned application UATs are completed within schedule

• Ensure Quality Audited whenever required for the team

• Be the key resource and support for the Account Manager in the sales process

• Assist the sales person in preparing trials, agreements and liaise with Fulfilment to ensure the timely entitlement of the service; create proposals

• Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy;

• Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

• Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.

• Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,

• Identify and escalate recurring or consistent problems with system functionality and process.

• Contribute ideas to the improvement of Process.

• Is able to effectively identify and analyze problems and propose solutions.

• Actively seek opportunities for personal development including progression across the wider department.

• Be open in communication and react constructively to feedback to improve your performance

Qualifications:

• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks

• Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUST

• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently

• Excellent written and verbal communication

• Excellent customer service skills

• Excellent in multi-tasking

• Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)

• At least 1 year customer service in contact center environment or equivalent training (2 years preferred)

• Willing to work on business unit holidays and/or render overtime when necessary

· Must be in current role for 1 year

· Must not have received any Disciplinary Action within the past 12 months

· Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

· Must not have any Attendance and Punctuality issues in the past 12 months

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

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

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.

USA Job Seekers:

EEO Know Your Rights.