At a Glance
- Tasks: Deliver top-notch customer service and resolve subscription issues with a proactive approach.
- Company: Join EBSCO, a global leader in library services and publishing.
- Benefits: Enjoy hybrid work options, competitive pay, and a supportive team environment.
- Other info: Opportunity for growth in a dynamic and ethical company.
- Why this job: Make a real difference by helping customers navigate their subscriptions effectively.
- Qualifications: 1 year of customer service experience and strong communication skills required.
The predicted salary is between 49500 - 60500 $ per year.
EBSCO is a global company and this role is based in our office in North Sydney. EBSCO is a supplier of journal and magazine subscriptions, full text databases, supporting software and services to all types of libraries, Government and corporate businesses, academic institutions and research organizations across Australia and New Zealand.
What you will be doing:
- Provide timely and high-quality service to EBSCO’s customers, promoting EBSCO as a premium service provider and proactively confirming order services and attending to print and online subscription service discrepancies.
- Work diligently to ensure EBSCO customer’s orders are accurate, that there is continuity in service and that there is transparency for the customer around their subscribed products.
- Provide coverage on the Library Services Helpdesk as required.
- Escalate sensitive, complex and other cases as dictated by internal processes, to the Journal Services Manager in a timely and effective manner.
- Initially and through your training you will work in the North Sydney Office and once proficient will be able to work in a hybrid work pattern as per our company policy.
Our Customer Support Team is seeking applicants with the following experience and qualities to join the team in this role:
- 1 years’ experience in a customer service role.
- Experience within publishing/serials experience will be highly regarded.
- Demonstrable relationship building and customer engagement skills.
- Experience operating in a multi-channel customer environment.
- Excellent written and oral communication.
- Proficiency in Microsoft Office products (Excel, Word, Outlook) and CRM tools.
- Being physically fit and highly aware of the importance of following Health and Safety procedures.
Personal Qualities:
- Highly organized with well-developed time management skills.
- Self-motivated and proactive in your approach to all activities.
- Have a high level of attention to details.
- A professional who is results and achievement focused.
- A natural problem-solver, that can take ‘deep-dives’ into issues, to ensure customer outcomes that improve their satisfaction.
If this sounds like the opportunity you are seeking you are welcome to call Pat Gibbons, Human Resources Manager on 61 307 for a confidential conversation.
Customer Support Officer in Sydney employer: EBSCO Australia
EBSCO is an exceptional employer located in North Sydney, offering a dynamic work environment that prioritises collaboration and employee growth. With a strong focus on customer service excellence, employees benefit from access to EBSCO products for home use, a profit share program, and the flexibility of remote work. The company values diversity and fosters a culture where every team member's unique strengths contribute to delivering outstanding service to a diverse clientele across Australia and New Zealand.
