Research Support Agent
Do you like collaborating across teams to deliver success for customers?
Would you like to provide first-class guidance and support to the customer?
About our Team
Our team works with Editors, Authors, Reviewers, and colleagues to support with their queries throughout the editorial process. We ensure timely and high-quality customer service, delighting our customers every step of the way. We're a global team, with colleagues across different locations.
About the Role
As a RS Agent, you will be the first point of contact for customer queries. Your focus will be on providing excellent customer service by adhering to the process protocols, ensuring customer experience being the key priority. You will be passionate about delivering the optimal customer experience, whether this is through your own interactions with our customers, or through your tenacity to resolve the root cause of a wider problem in partnership with internal teams who have a shared responsibility of the process.
Responsibilities
· Employing the highest level of customer service, act as the primary day-to-day contact for queries for our customers
· Have a good understanding of each customer role that we support, their persona's, the end-to-end customer journey and understand the functions of your area of work and how it interacts with the rest of the organisation
· Adopt a proactive approach to customer service, offering additional products and services to better serve customer needs
· Participating continuous improvement, working with colleagues to review processes and performance, ensuring high levels of quality and customer satisfaction
· Managing the process for assigned incidents, providing process support to stakeholders, and ensuring timeliness
Requirements
· Be fluent in English (oral and written) and have excellent all-round communication skills
· Have solid organization, planning and change management skills
· Show an aptitude for excellent attention to detail
· Be proficient in Microsoft Excel, PowerPoint, and Word.
· Have a Bachelor’s degree in English, communications, journalism or related field of study
· Experience in a customer service role
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 remotely from home or in our office in a flexible hybrid pattern
Working flexible hours - flexing the times you work in the day
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:
Comprehensive Health Insurance: Covers you, your immediate family, and parents.
Enhanced Health Insurance Options: Competitive rates negotiated by the company.
Group Life Insurance: Ensuring financial security for your loved ones.
Group Accident Insurance: Extra protection for accidental death and permanent disablement.
Flexible Working Arrangement: Achieve a harmonious work-life balance.
Employee Assistance Program: Access support for personal and work-related challenges.
Medical Screening: Your well-being is a top priority.
Modern Family Benefits: Maternity, paternity, and adoption support.
Long-Service Awards: Recognizing dedication and commitment.
New Baby Gift: Celebrating the joy of parenthood.
Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
Free Transport pick up and drop from the home -office - home (applies in Chennai)
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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