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Vacancy : Customer Service Manager
Company Location : London
DescriptionWe are on a mission to make science open so everyone can live healthy lives on a healthy planetWho we areFrontiers is an award-winning open science platform and leading open access scholarly publisher.We are one of the largest and most cited publishers globally. To date, our 200,000 freely available research articles have received more than 1 billion views and downloads and 2 million citations. Our journals span science, health, humanities and social sciences, engineering, and sustainability. And we continue to expand into new academic disciplines so more researchers can publish open access.Be part of the publishing revolution and help us transform the way research is published, evaluated, and communicated to the world.The RoleWe are seeking a driven and target-oriented Customer Service Manager to ensure that we provide high quality service to our customers (primarily Authors, Editors and Reviewers). You will be managing, developing and inspiring a team of Customer Service Specialists towards enhancing our customer service offering during the Peer Review process.Our office is located in London, however remote working options are available for candidates across the UK.Key ResponsibilitiesSupervise the daily operational running of the Customer Service team.Hire and train new Customer Service Specialists.Develop measurable customer satisfaction goals to monitor the effectiveness of the service.Create effective customer service procedures and policies.Recommend changes to products or services to fulfil customer needs and improve our offering.Stay up to date with the latest industry techniques and methods to ensure our customer service remains “best in class”.About YouDemonstrated experience in a similar Customer Service Manager role.Experience working efficiently with CRM tools and technology (Case management, Live chat etc.).Excellent communication skills in written and verbal English and ability to handle challenging conversations in a diplomatic and constructive way.Experience in academic/STM publishing and/or academic background would be an advantage.Strong organizational skills with the ability to digest large amounts of information and react effectively to urgent situations.Initiative taking, dynamic and focused personality.BenefitsWhat we OfferInternational environmentWith over 50 nationalities across seven locations around the world, we are certainly a diverse company. You will have the opportunity to work with teammates in other offices, as well as with researchers, editors, and authors from across the globe.Key Benefits25 annual leave days + 4 well-being daysParticipation in the annual company bonus schemeFlexible working framework and remote working opportunities across the United KingdomExtensive learning opportunities through our LinkedIn Learning partnership3 volunteer days through our online platformAccess to Headspace appOnline Yoga classesApplication ProcessYour application must include:1. Your latest CV and a tailored cover letter2. Your notice periodPlease note the application deadline for this role is 13 February 2022. Early applications may be prioritised.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.Apply for this jobJob Types: Full-time, PermanentSchedule:Monday to Friday
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