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Journal Support Specialist

Journal Support Specialist

Springer Nature

1 - 5 years

3 - 7 Lacs

pune

Posted:4 hours ago| Platform:

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Skills Required

bpo business communication system testing sap publishing analytical ms word customer service continuous improvement six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

Journal Support is part of the Springer Nature Customer Service (SNCS), which acts as a front-line support for journals. With our top reputation and satisfaction scores, SN is well-placed to be the most customer-centric business in our industry and our team focuses on delivering a unified and consistent support experience for our journal authors, external editors, and reviewers.

Journal Support is made up of a first level BPO team, supported by 2nd level agents. The 2nd level agents are responsible for escalated and complicated issues and queries and for assisting the first level team in growing their knowledge to continually learn, develop and improve performance.

Roles Responsibilities:

Maintain good knowledge of business objectives, priorities, projects, product and services development and how these translate to department priorities and projects.

Apply relevant policies and legislation including GDPR compliance

Conduct quality and accuracy checks on BPO work, completing monthly calibration sessions and regular feedback on quality and performance.

Participation in department projects and initiatives, including system testing, policy changes

Creation and update of support articles to improve self-help

Employing six sigma methodology to identify improvement opportunities and suggest process changes or training need, to drive quality and improved performance.

Knowledge and understanding of department strategy, aligning work to team and department targets understand performance metrics and look for ways to improve them.

Ability to build collaborative relationships with other SNCS teams, stakeholders and other teams in the business to grow knowledge and provide excellent service to authors.

Experience, Skills Qualifications

Experience: 1- 5 years

Skills

Good Communication Skill (written and spoken English)

Strong Publishing background knowledge- editorial workflows and peer review systems

Strong analytical and logical reasoning ability

Customer service and business communication experience

Strong computer/PC skills (MS Word, Excel, Outlook) SAP desirable

Continuous improvement mindset

Ability to build relationships and collaborative in approach

Able to multi-task and re-align priorities as need requires

Qualifications:

Bachelor s/Master s degree in any discipline

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Springer Nature

Book and Periodical Publishing

Berlin Berlin

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Journal Support Specialist