Customer Relationship Specialist

Customer Relationship Specialist (0126-CH-023)

Customer Relationship Specialist

Do you have experience in Books Production ?

Are you a team player?

About our Team

Publishing Services is a multi-functional department that handles 11 different process to support authors, editors, reviewers, rightsholders and suppliers.

About the Role
The Customer Relationship Specialist is a professional who serves as the first point of contact for customers/ stakeholders, providing support and assistance with various inquiries and issues. S/he will provide first-class guidance and support to customers/ stakeholders regarding the queries they have reached out for in Publishing Services.  In addition to supporting customers/ stakeholders with process queries, the Customer Relationship Specialist also provides technical first-line support to customers/ stakeholders using EMSS, Appian, QuickBase, RPC, P2P finance system, Coupa, ORM, Exari, OSvC and Biblio. All query emails are handled by the Customer Relationship Specialist in OSVC, hence it is essential for the Customer Relationship Specialist to have expertise in the ticketing system.

S/he should be passionate about delivering optimal customer experience, whether it is through the interactions with customers, or through tenacity to resolve the root cause of a wider problem in partnership with internal teams who have a shared responsibility of the process.  As experience and subject matter expertise increases, the Customer Relationship Specialist is expected to support larger organizational continuous improvement projects as well as training, coaching and mentoring new team members or colleagues for cross functional support.

Responsibilities

Customer Service:
• Provide a first-class, professional service for all customer interactions                                                                                                                                                                                                                                                                                                                                         • Provide fluent written and verbal support in English

• Work within agreed service levels, striving to exceed customer expectations at all times

• Take ownership of all tasks and work with cross functional teams or in some cases, directly with our business partners to manage through to resolution

• Be competent in root cause analysis of issues experienced by customers and apply the right resolution

• Ability to complete detailed and effective root cause analysis relating to Customer DSAT

• Pre-empt questions and aim for first time resolution of all queries always focusing on reducing effort for our customers where possible 

• Meet  productivity standards and adhere to department policy, best practice guidelines and procedures

• Have a good understanding of each customer's 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                                                                                                                                                                             

• Deliver complete and accurate responses to customer queries in one response (First Time Resolution) 

 • Keep customers informed and updated on the progress of their enquiry at intervals that meet their needs                                                                                                                                                                             • Be aware of, and have the ability to adapt to, cultural differences

Customer Experience Improvement:
• Demonstrate a good understanding of Lean Six Sigma, using your own experiences and knowledge to identify opportunities to make processes more efficient

• Lead continuous improvement opportunities independently or in collaboration with colleagues

• As a team, monitor and analyse customer feedback and data, identify pain points to the customer experience and brainstorm improvement opportunities that can be shared to business partners in the form of VOC to influence improvements

Team Work:
• Work effectively and collaboratively as part of a team to achieve individual, team and departmental objectives by proactively sharing knowledge and skills in our ever evolving environment

• Provide global support to help the department reach its shared KPIs as required

Requirements

• University level graduate

• At least 3 years’ of experience in Publishing domain (preferably in book production)

• Experience of professional communication using email and phone                                                                                                                                               

• Proven ability in challenging the current process and bring in improvements  

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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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 or please contact 1-855-833-5120.

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We are 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.

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Experience Level

Mid Level