Journal Support Specialist at Springernature

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.

About the Brand

Springer Nature Technology and Publishing Solutions is the technology and publishing solutions arm of the Springer Nature Group. We leverage our insight in the publishing domain and acquire, produce and deliver content across media and markets using our Technology and Publishing Solutions. With a focus on technology driven solutions and deep insight in the publishing domain, Springer Nature Technology and Publishing Solutions offers a range of services that help our Group brand acquire, produce and deliver content in the most efficient ways possible. We are driven by over 1000 professionals in Technology, Research & Analysis and Marketing shared services.

About the Role

Journal Support is part of the Springer Nature Customer Service (SNCS), which acts as a front-line support for journals. With our top reputation and satisfaction scores, SN is well-placed to be the most customer-centric business in our industry and our team focuses on delivering a unified and consistent support experience for our journal authors, external editors, and reviewers.   

Journal Support is made up of a first level BPO team, supported by 2nd level agents.  The 2nd level agents are responsible for escalated and complicated issues and queries and for assisting the first level team in growing their knowledge to continually learn, develop and improve performance. 

Roles Responsibilities: 

• Maintain good knowledge of business objectives, priorities, projects, product and services development and how these translate to department priorities and projects. 

• Apply relevant policies and legislation including GDPR compliance  

• Conduct quality and accuracy checks on BPO work, completing monthly calibration sessions and regular feedback on quality and performance. 

• Participation in department projects and initiatives, including system testing, policy changes 

• Creation and update of support articles to improve self-help 

• Employing six sigma methodology to identify improvement opportunities and suggest process changes or training need, to drive quality and improved performance. 

• Knowledge and understanding of department strategy, aligning work to team and department targets – understand performance metrics and look for ways to improve them. 

• Ability to build collaborative relationships with other SNCS teams, stakeholders and other teams in the business to grow knowledge and provide excellent service to authors. 

Experience, Skills & Qualifications 

Experience: 1- 5 years

Skills 

• Good Communication Skill (written and spoken English) 

• Strong Publishing background knowledge- editorial workflows and peer review systems 

• Strong analytical and logical reasoning ability 

• Customer service and business communication experience 

• Strong computer/PC skills (MS Word, Excel, Outlook) SAP desirable 

• Continuous improvement mindset 

• Ability to build relationships and collaborative in approach 

• Able to multi-task and re-align priorities as need requires