Overview

Are you passionate about elevating customer experiences? Step into the role of Customer Service Associate for our night shift at Editage. Editage, the world's foremost academic publication solutions partner for over 18 years, is seeking committed individuals prepared to thrive in a 9-hour night shift, working any five days a week, including weekends.

Responsibilities
Understand both implicit and explicit customer needs and requirements, offering the best-suited price, service, and delivery options from the start.
Respond to inbound support tickets promptly, providing practical information to minimize friction while using our service.
Maximize customer satisfaction through accurate and timely resolutions, consistently meeting or exceeding stated SLAs.
Anticipate customer needs and potential issues, developing a deep understanding to empower our customers in achieving their goals.
Troubleshoot and resolve client complaints and account inquiries in a single interaction to enhance the customer experience and create promoters.
Serve as the voice of the customer for internal teams, going the extra mile to delight customers and encourage brand loyalty. Collaborate with cross-functional teams on organizational goals and projects.




Handle all tickets and calls, answering any questions regarding the Editage website and EOS platform, and escalate complex issues when necessary.

Qualifications and Prerequisites
Have excellent writen and spoken communication skills. English is mandatory; other languages are welcome!
At least 1 year of work experience; prior experience in Customer Service is preferred.
Have a service-oriented and customer-first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational and team results.
Have a team-oriented working spirit and can work seamlessly across teams and functions to resolve sticky situations.
Have excellent interpersonal and intercultural skills and can work with global teams.
Enjoy working under pressure, are versatile, and can maintain a positive attitude even when the going gets tough.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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