Temporary Customer Service Representative
hace 1 mes
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 and follow @MacmillanEducation / @MacmillanELT
Job title: Temporary Customer Experience Representative
Department: Customer Service HUB
Company: Macmillan Education
Location: CDMX, Mexico
Duration: 6 months
HYBRID SCHEME: 2 days on-site x 3 days homeoffice
Provide excellent customer service to all Macmillan Education customers and help with the customers’ experience to make sure our customers are provided with the right information to enable them to use our digital products in the most efficient manner. This includes running online training sessions.
Responsibilities:
Provide feedback to the management team on the knowledge base, FAQs, user guides, video tutorials and tools used to ensure that they are up to date and suit the needs of the department and of our customers. Answer customers’ queries through different contact channels within the set service levels as required by business needs especially during transition or busy periods. Prepare and maintain support materials including customer facing FAQ’s and video tutorials. Prepare and maintain training material to actively contribute to improving the customer experience with our digital products. Deliver online training sessions following a schedule agreed with Customer Experience Team Leader. Work with the Customer Experience Team Leader to prepare and update digital on-boarding packs and resources for our global customer base. Participate in product testing ahead of product releases/upgrades. Assist the Customer Experience Team with administrative tasks as required. Assist and support the management team with all new initiatives as required by business needs.Experience, Skills & Qualifications:
Essential:
Must live in Mexico City Educated to degree level or equivalent Previous experience working in Customer SupportExcellent verbal and written communication skills in English Previous online training experience
Excellent communication, customer interaction and problem solving skills
Ability to work under pressure and make sound decisions
Desirable:
Video editing skills Knowledge of the education industry Fluent in other languages#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
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