Contractor, Customer Service Professional

Job Description

• Develop an excellent working partnership with Kolabtree customers and follow through on customer commitments with courtesy and a sense of ownership.

• Provide phone, web (including chat), and email support, recording complete information for customer questions and issues while adhering to service-level agreements (SLAs) for response time.

• Provide the best recommendations (service/price/delivery etc ) and solutions with a thorough understanding of the i mplicit and explicit customer needs

• Owning assigned projects /tickets from start to fini sh and achiev ing t he SLAs for conversion and customer satisfaction

• Complete detailed and thorough ticket and issue tracking

• Acknowledge, triage and provide quality resolution for all requests (preferably in a single interaction) to ensure the best custome r experience.

• Efficiently and accurately escalate major issues following established guidelines

• Perform additional tasks as needed to meet the needs of the team and to support the organization s business needs.

• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.

• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

• AI Utilization

• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.

• Demonstrate basic prompt engineering skills for effective AI tool utilization .

• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.

• Ensure compliance with the Clients AI usage policies and data protection requirements.

• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills.

• Robust problem-solving abilities and the ability to quickly master new tools and techniques.

• Collaborate effectively as part of an international team in a high-performance work environment.

• Adaptable, resilient and comfortable working under pressure

• Bachelor s degree; lesser degrees must be accompanied by equivalent relevant experience.

• Past customer support experience

• Experience with Freshdesk , Salesforce , Zendesk, Jira etc. a plus.

• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

More Info

Education