Customer Care Advisor

Job Description

Responsibilities

First point of contact for assistance via phone, e-mail, chat, or customer service systems.

Gather information from customers to efficiently diagnose and understand issues, leverage exceptional customer service skills to deliver outstanding service to clients by cultivating an extensive understanding of the product .

Escalate more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication .

Proactively identif y when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders.

Documents detailed support requests and customer interactions accurately and thoroughly .

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

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

Ensure compliance with the client s AI usage policies and data protection requirements .

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

Utilize prompt templates for common customer issues to generate consistent and effective responses.

Draft customer responses using AI assistance while maintaining accuracy and appropriate tone .

Make informed escalation decisions by leveraging AI insights and customer interaction data.

Interact effectively with AI-enhanced knowledge base systems to quickly locate relevant information and solutions.

Qualifications and Prerequisites

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 to include listening and Q&A.

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

Collaborate effectively as part of an international team in a high-performance work environment.
Bachelor s degree , preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience .
Past technical support or customer support experience working for a software company .
Experience with ScholarOne or experience in the STEM publishing industry a plus .
Experience with Salesforce a plus .