Customer Service Specialist

We are on a mission to make science open so everyone can live healthy lives on a healthy planet

Who we are

Frontiers is an award-winning open science platform and leading open access scholarly publisher.
We are one of the largest and most cited publishers globally. To date, our 200,000 freely available research articles have received more than 1 billion views and downloads and 2 million citations. Our journals span science, health, humanities and social sciences, engineering, and sustainability. And we continue to expand into new academic disciplines so more researchers can publish open access.
Be part of the publishing revolution and help us transform the way research is published, evaluated, and communicated to the world.

The Role
We are seeking driven and target-orientated Customer Service Specialists to provide professional customer service to our authors, reviewers and editors assisting them with technical queries and support with our processes such as granting extensions.

Key Responsibilities

• Providing professional customer service to our authors, reviewers and editors by email and chat, supplying relevant and accurate information in a timely manner, building sustainable relationships with them.
• Handling and resolving issues during peer review in a timely manner, collaborating with internal teams and external stakeholders on issues related to the peer review process.
• Providing forward-thinking suggestions based on data, metrics and targets to improve the customer satisfaction.

About you

• Solid experience in a customer service support role.
• Technologically savvy (familiarity with Salesforce would be a plus) and comfortable working in a dynamic environment that is constantly innovating and changing.
• Target driven and results oriented, eager to learn and be accountable for your work, curious and self-motivated.
• You enjoy finding solutions and delivering an exceptional service to our external stakeholders
• You are an excellent team player and at ease collaborating proactively with your colleagues remotely.
• You have strong communication skills as well as a positive attitude, and exceptional organizational skills

Application Process

• Your application must include:
• Your latest CV and a tailored cover letter Your notice period.

Benefits

With more than 50 nationalities represented in our global team, you will work regularly with teammates in other countries, and with our community of researchers, editors, and authors from around the globe.
Our mission to create solutions for healthy lives also extends to the working environment we provide for our employees.

This includes:
100% remote working
Employees now have the flexibility to choose where they want to work, with remote working available on a part- or full-time basis (not applicable to some Workplace/IT jobs due to nature of role requiring presence onsite, in the office).

Learning and development
All employees have access to LinkedIn Learning (and Pluralsight for our technology team), an annual personal learning budget, and dedicated L&D time.

Wellbeing
We offer free online yoga classes, an employee assistance plan, access to the Headspace app, and four wellbeing days on top of your annual leave allowance.

Volunteering opportunities
Employees can dedicate three days each year to volunteer for a personal cause or through our volunteering partner platform, Alaya.

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.

Job Type: Full-time