Researcher Support Agent

Role Overview: As a Research Support Agent, you will play a crucial role in providing first-class guidance and support to customers throughout the editorial process. Your primary responsibility will be to ensure excellent customer service by following process protocols and prioritizing customer experience. Collaboration with internal teams to resolve customer issues effectively will be a key aspect of your role. Key Responsibilities: - Act as the primary point of contact for customer queries, delivering the highest level of customer service - Understand the roles of different customers, their personas, and the end-to-end customer journey to better serve their needs - Proactively offer additional products and services to enhance customer satisfaction - Participate in continuous improvement initiatives to review processes and enhance performance - Manage the process for assigned incidents, providing timely support to stakeholders Qualifications Required: - Fluent in English (oral and written) with excellent communication skills - Strong 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 related field - Prior experience in a customer service role Additional Details: The company is a global leader in information and analytics, focusing on advancing science and improving health outcomes for the benefit of society. They combine quality information, vast data sets, and analytics to support science, research, health education, interactive learning, healthcare, and clinical practice. The organization values employee well-being and offers a comprehensive benefits package including health insurance, flexible working arrangements, employee assistance programs, and various paid time off options. For more information, please contact 1-855-833-5120.,