Customer Service Specialist
Frontiers, China
Job Description
Are you?
A meticulous, process-driven professional eager to advance your publishing career in a dynamic and multicultural company?
We are
At Frontiers we want to make science open.
To achieve this goal, Frontiers pioneered an in-house Open Science Technology platform, including the Collaborative Peer Review Platform. We believe peer review must be centred on objective criteria for the validity and quality of the work presented. At the same time, it should be?rigorous, fair, constructive, accountable, and transparent?for everyone involved. Last, but not least, peer review needs to be?efficient.
We are looking for
A Customer Service Specialist providing dedicated support in the local language to our authors, editors and reviewers in China,. Reporting to General Manager China, They will ensure a timely service to our customers by replying to email queries, answering phone calls, following up with users on pending tasks and working with the Research Integrity team based in the UK to resolve quality-related manuscript checks.
The successful candidate will have the opportunity to work in a stimulating and fast-paced work environment with an innovative scientific publisher.
Main responsibilities:
- Providing professional customer service to our authors, reviewers and editors in China by email, phone and potentially online chat, supplying relevant and accurate information in a timely manner.
- Handling and resolving issues during peer review in a timely manner, collaborating with internal teams and external stakeholders on issues related to the peer review process.
- Contributing to post-publication investigations, liaising with internal and external stakeholders.
- Collaborating with internal teams in updating and translating guidelines, email templates and creating self-help content for users in China.
- Curating, consolidating and implementing customer feedback to identify and resolve issues.
- Providing forward-thinking suggestions based on data, metrics and targets to improve the customer satisfaction.
Requirements
- Master’s Degree, followed by minimum 1-2 years work experience, preferably in a customer-facing role
- Native Chinese speaker, excellent communication skills in both written and spoken English
- Excellent communicator, with interpersonal skills and the ability to clearly and discreetly discuss sensitive topics with internal and external partners
- Customer service mentality and excellent problem solving skills based on data insights
- Target driven and ability to work under pressure
- Excellent time management skills; able to effectively prioritize tasks and assess urgency; solutions-focused with good initiative taking proactive measures where necessary
- Personal commitment to professional ethics
Benefits
- Participation into Frontiers annual bonus scheme;
- Professional development opportunities.
Are you interested?
Use our platform to submit your application!
We look forward to receiving your?cover letter?and?CV.
Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives