Job
Description
Do you enjoy collaborating with teams to ensure successful outcomes for customers Would you like to offer top-notch guidance and support to customers Our team collaborates with Editors, Authors, Reviewers, and colleagues to address their queries throughout the editorial process. We prioritize delivering timely and high-quality customer service to ensure customer satisfaction at every stage. With a global presence, our team comprises members from various locations. As a Research Support Agent (RS Agent), you will serve as the initial point of contact for customer inquiries. Your primary focus will be on delivering exceptional customer service by following process protocols and prioritizing customer experience. Your dedication to providing an optimal customer experience will be evident in your interactions with customers and your commitment to resolving underlying issues in collaboration with internal teams. Responsibilities: - Serve as the main contact for customer queries, ensuring the highest level of customer service - Understand the roles of the customers we support, their personas, the end-to-end customer journey, and the functions of your work area within the organization - Proactively offer additional products and services to meet customer needs - Engage in continuous improvement by reviewing processes and performance with colleagues to enhance quality and customer satisfaction - Manage incidents assigned to you, offer process support to stakeholders, and ensure timely resolution Requirements: - Proficiency in English (both oral and written) with strong communication skills - Solid organization, planning, and change management abilities - Attention to detail and proficiency in Microsoft Excel, PowerPoint, and Word - Bachelor's degree in English, communications, journalism, or a related field - Previous experience in a customer service role We prioritize a healthy work-life balance and offer various well-being initiatives, shared parental leave, study assistance, and sabbaticals to support your immediate responsibilities and long-term goals. You can choose to work remotely from home or in a flexible hybrid pattern and have the flexibility to adjust your working hours. Benefits: - Comprehensive Health Insurance for you, your family, and parents - Enhanced Health Insurance Options at competitive rates - Group Life Insurance and Accident Insurance for financial security - Flexible Working Arrangements for a harmonious work-life balance - Employee Assistance Program for personal and work-related support - Medical Screening to prioritize your well-being - Modern Family Benefits including maternity, paternity, and adoption support - Long-Service Awards to recognize commitment - New Baby Gift to celebrate parenthood - Subsidized Meals in Chennai for discounted rates - Various Paid Time Off options including Casual Leave, Sick Leave, Privilege Leave, and more - Free Transport pick up and drop in Chennai About the Business: We are a global leader in information and analytics, supporting researchers and healthcare professionals in advancing science and improving health outcomes. Our work combines quality information, vast data sets, and analytics to promote visionary science, research, health education, and healthcare practices. At Elsevier, your contributions address global challenges and work towards a sustainable future, leveraging innovative technologies to support science and healthcare for a better world.,
