Would you like to be part of a team that delivers high-quality support to our customers?

Do you enjoy being part of team that collaborates to delivers success?

About our Team

As a part of Ops Hub in China, we strive to deliver high quality assistance and support our customers. We aim to satisfy our customers needs. We work collaboratively within the team to deliver excellent service.

About the Role

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.

Responsibilities

Provide professional service and support for all customers                              

Lead 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    

Requirements

2-3 years working experience in customer service role

Fluent in both verbal and written English/Japanese and Native Simplified Chinese.

Have proven technical aptitude that will enable you to become proficient in the use of internal systems.

Be a good team player, enjoy collaborating and solving problems with others

Be motivated by meeting the standards and numbers set to improve performance

Demonstrate the ability to work alone with above average skills in self learning, prioritization, organization, and time management

Be an experienced problem solver, with a methodical approach to solving complex customer issues

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 for you
 

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:
 

Medical and Life Insurance: Coverage for Medical and life risk.

Long-Service Award: Recognition for loyalty and dedication.

Marriage and New Baby Gifts: Celebratory tokens for special life events.

Festivals and Birthday Gifts: Spreading joy on occasions that matter.

Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.

Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.

Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday

Family Care leave (Maternity/Paternity Leave and Adoption Leave)

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.

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Elsevier is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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