Customer Service Associate

As a Customer Service Associate, you will have the opportunity to contribute to exceptional customer experiences by processing subscription and book/journal orders, resolving customer queries, and ensuring timely and accurate support. Your role will involve working across functions, leveraging your communication and problem-solving skills to provide continuous improvement in a fast-paced, customer-focused environment. You will be part of a customer-centric, globally connected team dedicated to delivering reliable and professional support to the academic community. By fostering strong relationships with customers and addressing inquiries efficiently, you will play a pivotal role in ensuring seamless communication and access to essential resources. The team values service excellence and continuously refines its approach to meet the evolving needs of the publishing industry. Embracing diversity, the team brings together different backgrounds, experiences, and perspectives to provide well-rounded support, encouraging fresh ideas and innovative solutions to deliver the best service possible. Continuous improvement is a key focus, with a commitment to enhancing processes, refining communication strategies, and adapting to the changing landscape of publishing through growth and learning. As the first point of contact for customers, your team plays a vital role in shaping their experience with the company. You will ensure smooth communication between customers and internal teams, uphold service quality standards, and act as a trusted resource for information about products, providing accurate details to assist customers in their purchasing decisions. Ensuring timely order processing and coordination for customer purchases are crucial aspects of your responsibilities. By providing exceptional support in these areas and actively identifying trends and customer feedback, the team contributes to business decisions, enhances customer interactions, streamlines processes, and improves service delivery. In addition to customer interactions, your team collaborates closely with multiple departments such as Manufacturing, Editorial & Peer Review, and IT to ensure seamless operations and exceptional customer service. Liaising with these departments is essential for tracking and managing timely delivery of customer orders, providing gratis order processing assistance, and managing fulfillment systems and technical workflows. Key qualities for this role include strong written and verbal communication, proficiency in MS Office, a proactive and organized approach, a passion for customer-facing roles, the ability to manage tasks independently, and a collaborative mindset to support colleagues. Adaptability and thriving in a constantly changing work environment are essential, along with a graduate/postgraduate degree and relevant business experience. The Customer Service Associate is responsible for providing excellent customer service by processing subscription and book/journal orders efficiently, handling phone calls, creating excellent customer experiences, and maintaining knowledge of relevant business applications. Other responsibilities include implementing SAGE Lean principles, preparing productivity reports, maintaining manuals, supporting work in other verticals, and completing any other operational tasks assigned. Skills required for this role include adaptability, effective communication, problem-solving, computer literacy, and Excel skills. Qualifications include any bachelor's degree and 0-2 years of work experience. Management competencies relevant to the position include strategic awareness, leading people, interpersonal effectiveness, results orientation, personal integrity, business judgment, inspiring/effective communication, accelerating execution, and working effectively with others. As part of an inclusive and global academic publisher committed to building bridges to knowledge, you will have the opportunity to support the development of ideas through research and scholarship. Sage values diversity, equity, and inclusion, with accommodations made for all qualified applicants throughout the interview process.,