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Customer Service Advisor - Invoicing Group

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Customer Services - Support & Training
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Elsevier
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OPE001MS Requisition #


Who are we?

Elsevier is a world-leading provider of information solutions that help you make better decisions, deliver better care, and sometimes make groundbreaking discoveries in science, health, and technology. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well being. We are delivering next-generation professional information solutions and technology to our broad client base – and we need a team of exceptional sales leaders and professionals to join us on the journey.

 

Elsevier publish over 2,500 journals and more than 33,000 book titles, and provide web-based, digital solutions — among them ScienceDirect, Scopus, Evolve, Knovel, Reaxys and Clinical Key.

 

Job Title:

Customer Service Advisor

Purpose of the job:

To work as an integral part of the Global Journals Customer
Service & Fulfilment department by providing outstanding customer service
to our internal and external customers. 

The Customer Service Executive is responsible for:

• Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print products

• Working with regional departments and other stakeholders (sales, business Controllers & Print fulfillment Team, etc.) to ensure that contractual obligations to/from customers are met and that the processes are followed according to the requirements

• Accurately and timely processing of multi-year agreements according the terms and conditions of the subscription agreement

Customer Service advisor will be responsible for:

- providing efficient, timely, and accurate service to Elsevier stakeholders in managing agreements and coordinating the invoicing of electronic products

- working with regional departments and other stakeholders (sales, business Controllers & Print fulfillment Team, etc.) to ensure that contractual obligations to/from customers are met and that the processes are followed according to the requirements

- accurately and timely processing of multi-year agreements according the terms and conditions of the subscription agreement

 

Key Result Area:


Customer Service


• Maintain a Customer Service focus at all times
• Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality and striving   to exceed customer expectations wherever possible.
• Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.
•Take ownership of queries and proactively follow through to resolution, escalating issues, if appropriate, to the Sr. CSA/SME/TL.
•Adhering to Business/Process requirements as per SOP/Training Module.
 • Report statistics/ productivity as required. Required
• Develop in-depth knowledge of their process/business

 

Team Work

Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

• Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.

• Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,.

 

Process Improvement

• Identify and escalate recurring or consistent problems with system functionality, and process
• Contribute ideas to the improvement of Process
• Is able to effectively identify and analyze problems and propose solutions

 

Personal Development

Actively seek opportunities for personal development including progression across the wider department.
• Be open in communication and react constructively to feedback to improve your performance

Key Competencies:

Competency

Level

Level Description

Displays High Integrity and Honesty

Level 2

Always follows rules and does what is expected.
Does what s/he says s/he will do.
Remembers commitments and promises.
Is honest and ethical in decision making.
Is trusted by others to do the right thing.
Is fair and honest in how s/he treats others.

Technical and Professional Expertise

Level 1

Develops and demonstrates core technical and professional skills required for own discipline.
Develops and applies  understanding of business   context (including products, processes, culture & values).
Develops and applies   knowledge of the markets in which function operates.

Solves Problems and Analyzes Issues

Level 2

Is able to ask effective questions and collect facts from multiple sources in order to solve problems.
Is able to effectively identify and analyze problems and propose solutions.
Effectively manages day today issues and problems without intervention.

Practices Self Development

Level 1

Is curious and keen to learn and develop new ideas, skills and knowledge.
Acts on feedback to improve him/herself.
Looks for developmental opportunities in day today work.
Invests time and energy in self development (professional qualifications , relevant reading, networking meetings, etc.).


Functional and Technical competencies:

         Customer Service oriented

·         Good communication skills

·         Good analytical and reasoning skills

·         Fluent in English (both spoken and written) are essential

·         Demonstrated ability to work with order processing and/or accounting systems

·         A background in publishing or related electronic media is desirable

·         Competent in the use of Windows applications including the MS Office suite of programs.

Education, Knowledge, Skills and Experience:

         Educated to Bachelor degree level

         1 to 5 years of experience (preferably in Customer services)


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