Customer Care Coordinator

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PLOS

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🤝 Non-profit

🔬 Science

Education • Non-profit • Science

PLOS is a non-profit organization on a mission to drive open science forward with measurable, meaningful change in research publishing, policy, and practice. Building on a strong legacy of pioneering innovation, PLOS continues to be a catalyst, reimagining models to meet open science principles, removing barriers and promoting inclusion in knowledge creation and sharing. They cover all scientific disciplines with a focus on fundamental and applied research across life, health, sustainability, engineering, and technology, ensuring that research outputs are rigorous, reliable, and accessible to all.

📋 Description

• Manage high volume of incoming queries • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customers through open and interactive communication • Provide accurate, valid and complete information • Meet established team targets • Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution • Accurately track customer interactions to inform data analysis and evaluations • Follow communication procedures and guidelines • Take the extra mile to engage customers • Filter customer queries to appropriate stakeholders and manage follow through and resolution. • Provide coverage for colleagues as necessary.

🎯 Requirements

• At least two years of Customer Service experience • Excellent writing skills • Salesforce experience • Previous experience working in Publishing • Previous experience working in a remote environment

🏖️ Benefits

• Private medical insurance • Life assurance • Income protection • Personal accident insurance • Pension with up to 10% employer match • 25 days holidays, market competitive Maternity and Paternity leave • Birthday and three winter holidays days off • 2 days paid time off for volunteering per year • Fully remote work environment with stipend on joining for home office