Customer Service Specialist

Are you?

Are you eager to deliver the best customer service to our authors and reviewers? Do you want to progress in your career and discover a dynamic and multicultural publishing company?

We are

At Frontiers we want to make science open.

To achieve this goal, Frontiers pioneered an in-house Open Science Technology platform, including the Collaborative Peer Review Platform. We believe peer review must be centered on objective criteria for the validity and quality of the work presented. Peer review needs to be efficient, rigorous, fair, constructive, accountable, and transparent for everyone involved.

We are looking for

A Customer Service Specialist to provide professional customer service to our authors, reviewers and editors assisting them with technical queries and processes such as granting extensions

Your responsibilities

•Providing professional customer service to our authors, reviewers and editors by email, phone and potentially online chat, supplying relevant and accurate information in a timely manner, building sustainable relationships with them.

•Handling and resolving issues during peer review in a timely manner, collaborating with internal teams and external stakeholders on issues related to the peer review process.

•Providing forward-thinking suggestions based on data, metrics and targets to improve the customer satisfaction.

What do you need to be successful?

•Proven customer support experience or experience as a Client Service Representative

•You are tech Savvy (familiarity with Salesforce would be a plus): comfortable working in a dynamic environment that is constantly innovating and changing.

•You are target driven and results oriented; eager to learn and be accountable for your work, curious and self-motivated

•You enjoy finding solutions and delivering an exceptional service to our external stakeholders

•You are an excellent team player and at ease collaborating proactively with your colleagues remotely.

•You have strong communication skills (professional and courteous telephone manner is essential), as well as a positive attitude, and exceptional organizational skills

What we will offer

•25 days' vacation per year;

•Participation into Frontiers annual bonus scheme;

•Professional development opportunities;

•Remote working within the UK

Are you interested?

Use our platform to submit your application!

We look forward to receiving your cover letter and CV, and to understanding your thoughts on this question: “What does good customer service mean to you?” (150 words)

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives