Researcher Support Agent

Would you like to be part of a team that delivers high-quality support to our customers?
Do you enjoy being part of team that collaborates to delivers success?
About Our Team
Operations, a multi-faceted entity consisting of various departments, each serving distinctive purposes, thrives on delivering high-quality outcomes swiftly and effortlessly. Their commitment to exceeding expectations goes beyond mere delivery. With a profound focus on flexibility and innovation, Operations not only ensures customer satisfaction but also delight customers by consistently surpassing their expectations in ways that are both adaptable and inventive. As a people-led function, we make continuous efforts to enable operations to become a place of great work and a great place to work

About The Role
You will ensure our customers are provided with the best level support. You will troubleshoot and resolve customer complaints to ensure customer satisfaction. you will work freely within established procedures and practices.

Responsibilities

• Providing high-quality customer support to all internal and external stakeholders.
• Acquiring and maintaining in-depth product knowledge to competently demonstrate all company products and services
• Ensuring and maintaining high-quality data and content support
• Supporting, researching, responding, and resolving inquiries within quick turnaround
• Documenting accurately all customer interaction and escalate issues to next level team when necessary

Requirements

• Have proven technical aptitude that will enable you to become proficient in the use of internal systems
• Be a good team player, enjoy collaborating and solving problems with others
• Be motivated by meeting the standards and numbers set to improve performance
• Demonstrate the ability to work alone with above average skills in self learning, prioritization, organization, and time management
• Be an experienced problem solver, with a methodical approach to solving complex customer issues

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
Benefits
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:

Medical and Life Insurance: Coverage for Medical and life risk.

• Long-Service Award: Recognition for loyalty and dedication.
• Marriage and New Baby Gifts: Celebratory tokens for special life events.
• Festivals and Birthday Gifts: Spreading joy on occasions that matter.
• Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
• Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
• Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
• Family Care leave (Maternity/Paternity Leave and Adoption Leave)

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.