To provide and deliver an efficient and effective support service (phone, live chat and e-mail) for Editors, Authors, Reviewers and internal customers during and after the submission and publication processes, thus giving Elsevier a competitive advantage over its competition.
To identify areas of improvement for supported applications, based on feedback from internal and external customers
To provide feedback to other departments, e.g. Editorial Production, Publishing, Central Application Management (CAM), Global Fulfillment, Academic Relations and other relevant parties which may highlight new areas for support and contribute to the development of new services within Elsevier
To deliver effective communication between different departments within Elsevier and help provide a high quality service
To provide dedicated support to editors, delivering high quality, personal service to the journals involved
To deliver communication, training, configuration and follow up on new releases of the online submission system
Key Result Areas
1. Customer Service
Provide first line support to Authors, Editors and Reviewers within established guidelines for the publication process
Maintain responsibility for Second Line Support (SLS) queries, ensuring response is received within established guidelines
Provide comprehensive, accurate and high quality responses to customers
Identify and communicate suggestions for reducing or eliminating queries/problems where appropriate, to continuously improve the publication process
2. Communication
Liaise with colleagues within global Elsevier where appropriate, to ensure customers receive comprehensive, timely and effective responses to queries
Build and develop effective working relationships with colleagues and customers
Liaise closely with the training team and specialists to ensure information and knowledge is available across the support department
Communicate the customer's preferences for changes to the system and general feedback to the organization
3. Accurate Recording
Record queries in call tracking System (RightNow) in line with department procedures
Feedback areas for improvement e.g. new problem codes, system errors to Superuser and Team Manager
Ensure the relevant functionalities of the call tracking system are fully utilized (e.g. knowledgebase, templates) in your daily work
Participate in system testing and record results as relevant
4. Ancillary Functions
To deliver communication, training, configuration and follow up on new releases of the online submission system
Qualifications
Key Competencies
Team work:
Ability to work as part of a global team, across Elsevier sites and cultures
Strong team player
Capable of providing feedback in a constructive fashion; approachable to all
Active participation and contributions in meetings
Diplomatic, empathic and sensitive with customers and colleagues where required
Communication skills:
Ability to analyze important information in communications
Strong listening and questioning skills
Build effective working relationships with key customers
Excellent verbal and written communication skills
Tactful, diplomatic and confident communicator
Strong influencing skills
Other skills:
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Thorough, accurate, timely, attention to detail
Quality focused
Proactive, takes initiative and has natural confidence
Excellent organizational and planning skills of own work
Methodical and objective approach to problem solving
Maintain objectivity and composure under pressure
Able to assimilate and apply new (and sometimes complex) information quickly
Self-starter who is motivated and innovative, capable of working on own initiative
Ability to understand global cultural differences
Customer-service driven and keen understanding of needs and expectations of all customers
Punctual, maintain good attendance record, reliable
General Knowledge and Technical Skills
Strong technical aptitude with ability to learn quickly
Knowledge of agreed capacities, turnaround times, and quality standards
Knowledge of end to end publication process a plus
Computer literacy (proficient in MS Office)
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Verbal/written Spanish or Portuguese language skills a plus
Job Posting
May 24, 2012, 5:06:41 PM
Closing Date
Ongoing
Elsevier - 12 months ago
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