Job Title: Publishing Support Agent Customer Service

Fixed Term Contract 3-6 months

Location:London (Hybrid Working)

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers educators clinicians and other professionals. Every day around the globe our imprints books journals platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today more than ever we see it as our responsibility to ensure that fundamental knowledge can be found verified understood and used by our communities - enabling them to improve outcomes make progress and benefit the generations that follow.

Job Description

The main focus of this role is to provide customer support to authors who are part of a pilot project.

For Journal and book authors the Agent will answer questions received into Springer Natures ticketing tool and provide qualitative and quantitative feedback to stakeholders at Springer Nature.

They will support book commissioning editors with any questions or support requirements around the contract stage of the book publishing journey and provide qualitative and quantitative feedback.

They will produce documentation for frequently asked questions where none is available.

The Publishing Support agent will be flexible and adaptable in order to work on a variety of tasks as required.

Main Duties:

Answer author and customer queries pertaining to the pilot project within Springer Natures ticketing tool and any other tasks as required including:

• Timely and professional response to author requests

• Maintain support documentation

• Create and interpret reports of volume and query types as required

• Communicate updates to Springer Nature Customer Service (SNCS) Management teams and internal stakeholders

• Keep SNCS teams and Straive up to date with any important information

• Ensure timely completion of administrative tasks and take responsibility for consistent and compliant application of policy driven instructions

• Work on continuous improvement projects in line with the strategic direction of the department

• Work with Publishing Editorial and Production teams to support authors and understand business needs

• Any other supporting tasks as required

Skills / Experience:

Essential

• Highly organised - e.g. able to schedule multiple priorities stick to deadlines and manage time sufficiently

• Detail oriented

• Computer literate - understands common software (e.g. Microsoft Office suite) and gains new software skills quickly

• Experience of providing high-quality customer service

• Excellent communication skills (in English language)

• Experience of identifying issues and using own initiative to suggest solutions

• An interest in ethical processes and principles and a motivation towards best-practice excellence

• Embraces change with a positive attitude

• Comfortable working in a global team

Desirable:

• A background or interest in publishing editorial experience would be an advantage

• Understanding of AI and strong technical ability

• Understanding of the Open Access landscape

• Experience working with vendor teams

• Experience working with Freshdesk

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