EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

We are seeking a highly skilled Senior Customer Service Support Specialist to join our Operations Service Support team. In this role, you will take on a key responsibility for managing and processing e-book and database orders, along with various other support tasks. Your primary focus will be to ensure a seamless experience and a high level of satisfaction for both internal and external customers by adhering to established workflows, SLAs, and industry best practices.

In addition to operational tasks, you will play a pivotal role in reporting and analyzing performance data through Tableau, providing valuable insights into Key Performance Indicators (KPIs) and contributing to ongoing service improvement.

Key Responsibilities

• Order Processing : Ensure timely and accurate processing of e-book and database orders, adhering to SLAs for order fulfillment and maintaining a high level of service delivery.

• KPI Reporting : Generate and provide service-related reports as requested, using various in-house systems, including Tableau. Support ongoing projects, such as the migration of e-books and databases to the ENET platform.

• Customer Account Setup : Facilitate the creation and setup of new customer accounts, ensuring all information is correctly recorded and maintained.

• Administrative Support : Assist the Customer Service team with high-volume, routine administrative tasks, as well as ad hoc requests that may arise during busy periods.

• Claims Handling : Manage the claims process for print-related issues by investigating claims, liaising with publishers, and ensuring accurate updates to internal systems and customer records.

• Customer Communication : Provide direct customer support by handling claims inquiries, publisher updates, and other communications with external partners.

• Quality Assurance Audits : Perform regular audits to ensure quality standards are met. Analyze audit results and create reports on key activities to identify areas for improvement.

• Support and Training : Offer training and ongoing support to internal teams and customers, helping them navigate systems, processes, and troubleshooting issues.

• Troubleshooting and Quality Control : Handle troubleshooting activities related to order issues or system errors, and address quality concerns such as credit requests, reporting findings to the relevant teams for corrective action.

Renumeration and Company Benefits:

• 22 days holiday

• Profit Share

• Workplace pension scheme (available after 3 months’ service)

• Cycle to work scheme

• Hours – 37.5 per week

Skills and Essential Requirements:

The ideal candidate for the Customer Service Support Specialist role will possess the following skills and qualifications:

Essential Requirements:

• Proficient in Microsoft Applications : Advanced knowledge of Excel, Word, and Outlook, with the ability to efficiently use these tools to manage orders, analyze data, and communicate effectively.

• Effective Communication Skills : Excellent written and verbal communication abilities, ensuring clear and professional interactions with both internal teams and external customers.

• Organizational and Planning Skills : Strong capability to prioritize tasks, manage time effectively, and organize workloads, ensuring that all orders and customer requests are handled promptly and in line with SLAs.

• Attention to Detail : A keen eye for detail, ensuring accuracy in order processing, reporting, and all customer-related tasks.

• Problem Solving and Decision-Making : Ability to troubleshoot issues, identify solutions, and make informed decisions to resolve customer service challenges and streamline operations.

Desirable Skills:

• Experience with Tableau : Familiarity with Tableau or other reporting tools to generate, analyze, and interpret KPI data.

• Customer-Focused Mindset : A strong commitment to providing excellent customer service, with a proactive approach to identifying and meeting customer needs.

• Team Collaboration : Ability to work effectively within a team, supporting colleagues and contributing to overall service improvements.

Experience:

• Customer Service Background : Proven experience in a customer service or support role, demonstrating the ability to manage customer inquiries and deliver high levels of satisfaction.

• Data Entry and Processing Expertise : Strong skills in data entry and order processing, with a focus on accuracy and efficiency.

• Deadline-Oriented : Experience working in a fast-paced environment, successfully meeting tight deadlines while maintaining quality standards.

• Attention to Detail : Demonstrated ability to perform tasks with high precision, ensuring accuracy in all aspects of customer service and order management.