MidFull TimeENAsia/Pacific
Job Purpose:
The Advisor is accountable for delivering outstanding customer service by promptly and efficiently handling author inquiries via email. They ensure the provision of accurate and timely information while maintaining full proficiency in all system functionalities and author payment processes.
Key Accountabilities:
Manage Journal Operations inboxes with customer satisfaction and volumes as per SLA.
Working on various system applications like Scholar one, STS, SMART, Sage Open Access Portal.
Identify areas to build canned responses.
Prepare daily productivity report of the work done.
Actively collaborating on creation and management of the internal and external Journal Operations knowledge-based articles and keeping the content current and relevant.
Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation.
Collaborate and Support other team members to move the inbox smoothly.
Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
Attending meetings and calls during regular office hours and/or outside office hours to collaboratively work with Global team.
Skills, Qualifications & Experience
Functional Knowledge & skills
Excel Proficiency is desirable but not essential
Top of Form
Bottom of Form
Familiarity with systems such as A2R, SMARTJ, Peer review (Scholar one and STS) is desirable but not essential.
Time management skills
Accountability & Prioritization of work
Articulateness (Written and verbal communication skills)
Customer Service skills
Qualifications & Experience
Graduate to post-graduate
Fresher or 1-2 years of relevant experience
Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.
