Customer Support Representative at IQVIA handling customer inquiries and resolving issues efficiently while maintaining service quality standards. Managing incoming requests and participating in departmental goal - setting.
About the role
- Customer Support Executive working with global colleagues to address online support queries and conduct quality assurance testing for Emerald’s products. Collaborating on service enhancements and ensuring high customer satisfaction.
Responsibilities
- Ensure all customer queries into the support desk are responded to in a timely, accurate and efficient manner
- Ensure that customer access to our websites is set up correctly once their account and subscription details are active
- Set up and amend trial access to Emerald’s products for new and existing customers
- Set up and amend journal access to Emerald’s products for our author community
- Maintain an excellent working knowledge of Emerald’s electronic products/services, business models and websites
- Assist customers with general website use, usage reports, profile creation and site navigation
- Subject matter expert for functional areas of the Emerald websites including search, browse, library administration, e-commerce, customer access and authentication
- Ensure that help files are maintained in line with developments of the Emerald web platforms
- Help with the standardization of responses to customer queries to improve departmental efficiency and consistency
- Raise bugs, incidents and change requests where appropriate, ensuring escalation procedures are adhered to
Requirements
- Prior experience within a web customer support/service role is essential (Minimum 1 year)
- An ability to think independently, show initiative and willingness to learn using team resources
- The successful candidate will have excellent IT skills, be familiar with web technologies and can learn new systems quickly
- You must have excellent communication skills and be able to articulate technical and sometimes complex issues in a user-friendly manner
- A working knowledge of federated access through OpenAthens/Shibboleth (SAML 2.0) would be advantageous
- You must be well-organized and adaptable to the changing demands of the role
- Accuracy and attention to detail are essential and the ability to think logically is vital
- Must be committed to delivering exceptional customer service in line with Emerald Publishing’s values
- Desirable Attributes:
- Experience within the publishing industry would be an advantage
- A degree of flexibility is desirable as we provide help-desk support to our international customer base and colleagues in regional offices
- Experience of using SaaS Customer Support software (FreshDesk)
Benefits
- 38 days annual leave (inclusive of bank holidays)
- Remote flexible working
- Discretionary performance bonus
- 6% pension contribution (raising to 7% if you choose to increase your contribution above 2%)
- Various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Manager of Customer Support leading a team focused on order process improvements and customer experience in North America. Overseeing operations in Bohemia, NY and Marlborough, MA.
Product Operations team member at Outreach supporting execution of core business and strategic initiatives. Coordinating cross - functional projects to ensure alignment and operational excellence.
Customer Service Agent providing support to healthcare clients in Berlin. Responsible for client inquiries and CRM data entry in a hybrid work setting.
Customer Service Manager running customer service operations at Coles Supermarkets. Leading a team to ensure a safe and engaging environment for customers and staff.
Customer Service Coordinator serving business customers and supervising order processes at Newell Brands. Handling logistics tasks and ensuring high - quality service in EMEA region.
Project Manager responsible for multiple projects in sprinkler retrofitting. Overseeing technical and commercial responsibilities and ensuring contract compliance.
Customer Service Advisor handling phone inquiries for Entel Chile. Offering benefits and promotions to retain users while working in Lima remotely after initial onsite training.
Global HR Support Specialist managing recruitment administrative tasks and assisting business leaders. Support position management and ensure day - to - day operations of Global Talent Acquisition processes.
Customer Care Representative handling insurance inquiries for Farmers Insurance. Delivering exceptional service via multiple communication channels.