Temporary Customer Service Representative

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Date: May 29, 2024

Location: Mexico City, MX

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 175 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.

 

About the Brand

Macmillan Education provides world-class content in the most relevant, engaging and flexible formats to support students, teachers and institutions in lifelong learning. Visit macmillaneducation.com and follow @MacmillanEducation / @MacmillanELT

 

Job title: Customer Support Representative

Department: Customer Service HUB

Company: Macmillan Education

Location: CDMX, Mex.

Hybrid scheme

 

Macmillan Education provides world class content in the most relevant, engaging and flexible formats to support students, teachers and institutions through a lifetime of learning. Macmillan Education produces content for English Language Teaching (ELT) and for Schools curricula around the world whilst Palgrave Higher Education develops and distributes textbooks, e-books and interactive e-learning resources primarily for University-level students.

 

 

About the job:

Macmillan Education, a leading publisher in English language materials and digital solutions, is seeking a Customer Support Representative (with technical support) to join its Customer Service team supporting its global customer base.

 

Reporting to the Senior Customer Service Manager, you will be responsible for providing first and second line support to users of Macmillan Education digital products.

 

You will be a key member of the Customer Service team and will play an important part in supporting our customers. You will advise customers on how to use our products and address specific user issues. You will also provide some technical support through our main contact channels. You will manage user issues from initiation through to resolution liaising between customers and escalation teams where necessary.

 

Responsbilities:

  • Fixing end-user issues (school administrators, teachers, and students)
  • Answering how-to questions
  • Supporting Macmillan Education online and offline digital products
  • Dealing with different teams when managing escalations

 

Experience, Skills & Qualifiations:

The ideal applicant will be someone with customer service experience (1 year) looking to grow into supporting more complex technical queries. They will utilise their existing skills to replicate, troubleshoot, and resolve simple technical issues while at the same time providing excellent customer service to a growing client base and will also: 

  • Have excellent customer service skills (written and spoken)
  • Have excellent verbal and written communication skills in English
  • Have excellent verbal and written communication skills in Spanish
  • Have troubleshooting and analytical skills
  • Be patient and a self-starter
  • Have a keen eye for detail and the ability to learn very specific information quickly
  • Have some technical understanding of digital platforms and be keen to learn further
  • Knowledge of another language (preferably Portuguese) a plus.

#LI-KV2

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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