Customer Support Representative

Book Customer Service Agent

Are you interested in part of the regional Customer Service team? Are you a trilingual speaker in Chinese, Japanese, and English?

About Our Team: As part of our team, you will manage the operational process for your own portfolio of academic journals while collaborating with a large team of other Journal Managers. You will be a member of a collaborative and inclusive team that encourages autonomy and personal development, while working together to achieve our department objectives and key results. You will contribute to a supportive team culture by sharing knowledge, ideas, and best practice. We operate a hybrid working policy. We are office-based and request attendance in our centrally located office in Exeter one day per week. The office is open and available most days for staff who prefer to come in.

About the Role: The Book Customer Service Agent is primarily responsible for managing the fulfillment of print book orders for wholesalers, bookstores, medical institutions, universities, and individual customers in Japan and Taiwan. Additionally, this role provides support for digital book services as needed to ensure a seamless customer experience.

Responsibilities:

• Manage order processing and fulfillment for print books, ensuring timely and accurate delivery to customers across Japan and Taiwan.
• Understand the complexities of the Japanese and Taiwanese book markets and customs to effectively assist team members and escalate issues to relevant stakeholders and business partners as necessary.
• Support digital book services for customers in these regions when applicable. Collaborate with internal teams and external partners to resolve order-related issues promptly.
• Actively listen to customer feedback to identify areas for improvement and recognize successful service aspects.
• Take ownership of customer issues and lead efforts to resolve them efficiently and satisfactorily. Communicate clearly and courteously with customers to maintain high levels of satisfaction.
• Work effectively in a fast-paced, dynamic environment that is continuously evolving.
• Demonstrate flexibility, adaptability, and resilience to meet changing business needs.
• Build and maintain positive working relationships within the immediate team and across global business units.

Requirements:

• Trilingual (Traditional Chinese, Japanese, and English)
• Commit to ongoing learning and professional development to enhance service quality and personal growth.
• Support a collaborative team culture focused on continuous improvement and customer-centric service.
• Customer satisfaction is measured after each interaction, and individual contributions to customer satisfaction are evaluated.

Work in a way that works for you: We promote a healthy work/life balance across the organization. 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 for you: 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: Employee Assistance Program: Access support for personal and work-related challenges. Life and Accident Insurance: Providing financial security for unforeseen events. Group Life Term Disability (Loss of Pay Cover): Coverage for long-term disabilities. Competitive Supplementary Pension Scheme: Securing your financial future. Long Service Awards: Recognizing dedication and loyalty. Flexible Benefit Plan: Access discounts on various products and services. Family Care Leave: Including Maternity, Paternity, and Paid Family Care Leave. Annual Medical Screening: Prioritizing your well-being through regular health check-ups. RECARES Days: Giving time to support charities and causes that matter to you. Extensive Learning and Development Resources: Enhancing personal and professional growth.

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.