Open Research Support Specialist, China

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Date: Jul 4, 2024

Location: Beijing, CN

Company: Springer Nature Group

 

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup

 

Job Title: Open Research Support Specialist, China

Location: Beijing

 

The Open Research Support team (part of Author Services within the Springer Nature Customer Service Centre) provides customer support across all our open access brands. Our customers are primarily authors, but also editors, reviewers, societies, institutions and funding bodies.
In the role of Support Specialist (Open Access), your focus will be on providing competent answers to open access publishing queries while ensuring outstanding customer service.

 


Responsibilities:

  • Providing and maintaining excellent customer service level with focus on phone support for Chinese customers.
  • Supporting the Global Open Research Support team and acting as an escalation point.
  • Working on queries within a ticketing system, Freshdesk and through other communication channels, telephone, WeChat etc.
  • Contributing to the improvement of the team by identifying inefficiencies, revising templates and workflows.
  • Working closely with the team members and various business stakeholders to ensure that the Global Open Research Support team operates in accordance with business needs and Requirements.
  • Working with other teams across the organization to work on improvements to processes and workflows to improve the support for authors.

 

 
Experience, skills and qualifications

Essential:

  • Fluent in Chinese (Mandarin).
  • Fluent in English.
  • A high level of computer literacy.
  • Strong organizational skills with ability to prioritize tasks and work under pressure.
  • Proven ability to manage multiple tasks at a time while paying strict attention to detail.
  • Ability to work cooperatively with colleagues at all levels of seniority.
  • Excellent communication and influence skills.
  • A positive and proactive approach to problem-solving.
  • Customer focused.

 

Desirable:

  • Previous customer support experiences, especially phone and WeChat support.
  • Previous publishing/open access publishing experience.
  • Previous administrative/financial/accounting support experience.

 

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At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit https://careers.springernature.com/

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