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Snr Content Exec

Operations (inc. Manufacturing)
OPE001NY Requisition #
Who are we?

 is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support and professional education, including ScienceDirectScopus,SciValClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. www.elsevier.com
Job Title:
Sr. Content Support Specialist
Purpose of the job:
  • The Sr. CSS is the first line of customer support who is sensitive to customer needs regarding queries in content on Elsevier's bibliographic databases, notably Scopus, EI & EMBASE
  • The Sr. CSS is responsible for resolving customer queries within the prescribed SLAs & keeping the customer informed of any delays
  • The role involves strong collaboration with teams within (locally & globally) & outside of Elsevier
  • The role involves a deep understanding of the end to end process flow- Initial response to customer-processing request-final response to customer
  • The Sr. CSS is responsible for flagging any process anomalies & informing the Team Lead & team  
Key Result Area:
Productivity and Problem Solving:
  • Make sure all customer queries are validated & initiated within the set SLAs
  • Work with the related systems and personnel (internal and external) to understand the query/ complaint and ensure they are resolved in a quality fashion
  • Work proactively to ensure that the TAT is maintained at all times
  • Keep the number of overdue calls to the minimum, ideally zero
  • Contribute to team KPIs                                                                                                                        
  • Assist Team Lead in capacity & production planning                                                             
  • Conduct periodic quality audits
Responsible for maintaining a clear status of calls/tickets in hand, stage where they are, date in/out, due date, description, assigned to & other remarks                                                                                       • Generate reports on types of errors received & initiate Corrective & Preventive Actions                   • Analyse weekly volume trends & flag any deviations                                                                                                     • Adhoc reports for Internal, External contacts & Team Lead

Customer Focus and Communication    
  • Ensure high level of customer service using the Right First Time approach
  • Promptly investigate and address escalations & red flags (DSAT) received
  • Effective communication with external teams & suppliers & also proactively provide feedback to team lead relating to process & people development aspects.
  • Help Team Lead make informed decisions by analysing data & providing suggestions
  • Analyse trends in CSAT scores & relay feedback to Team Lead  
Team Work
  • Develop a consultative work relationship with team members
  • Conduct trainings for new joiners & evaluate their performance
  • Conduct periodic knowledge sharing sessions to improve team performance                                                                                                                                                     
  • Effective participation during team meetings & Continuous Improvement reviews                                                                                                            
  • Create an atmosphere of continual improvement, in which self & others are encouraged to exceed expected results
  • Influence team(s), internal &/or external, in exceeding expectations                                                                                                                     
Key Competencies:

Level Description
Solves Problems and Analyzes Issues
Level 3
Identifies & highlights new trends, potential problems and opportunities early                                  Effectively coaches others  on how to analyze information to solve problems                                         Encourages & coaches others to seek alternative ways to solve complex problems
Technical and Professional Expertise
Level 3
Applies a depth of knowledge and understanding to own work and relates to overall business context.
Applies a breadth of knowledge across multiple functions and projects on behalf of the team.
Drive for results
Level 3
Does everything possible to achieve goals.
Regularly measures and evaluates progress.
Accepts responsibility for the results based outcomes of group.
Shares credit and recognition with others for achieving goals.
Takes Initiative
Level 2
Independently addresses unexpected situations                                                                                 Confident in taking actions & removing obstacles to taking action                                                      Can be counted on to follow through on actions                                                                                 Encourages others to take their own initiative when faced with a problem
Collaboration and Teamwork
Level 2
Encourages co-operation between all members of the team                                                                Identifies & removes barriers to team performance                                                                               Identifies opportunities for further collaboration across teams   
Communicates Powerfully and Prolifically
Level 2
Provides clear instructions & directions to others                                                                                   Is able to both actively listen & effectively question to understand another' viewpoint                       Helps others understand situations by communicating business context

Functional and Technical competencies:
Deep understanding of production, customer service workflows pertaining to publishing
Excellent oral and written skills in English
Ability to quickly understand & apply a set of validation rules (input instructions)
Analyze, report and interpret (data analytics) reports
Positive and constructive approach to problem solving and teamwork
Regularly measure & evaluate progress
Strong customer focus and service orientation, balanced with attention to company's interests
Experience of working with MS Office software systems/applications
XML knowledge, preferably
Pervious training experience is an added advantage.
Education, Knowledge, Skills and Experience:
  • Educated to Bachelor degree level or equivalent
  • Minimum 4 years of work experience


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