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Customer Care Coordinator

1 hour, 26 minutes ago
United States, United Kingdom
Full-time
Junior
Customer Support
Customer and Technical Support
CRM Salesforce
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PLOS

PLOS

PLOS is a nonprofit open access publisher that empowers researchers by transforming research communication, making scientific knowledge freely available to accelerate progress in science and medicine.

Media
251-1K
Founded 2000
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Description

  • Manage a high volume of incoming customer queries and requests.
  • Serve as the primary point of contact for customers, providing guidance and answering questions.
  • Identify customer needs and provide accurate, complete, and timely information.
  • Handle complaints, offer solutions and alternatives, and follow up to ensure resolution.
  • Build and maintain sustainable customer relationships through clear, interactive communication.
  • Track customer interactions accurately to support analysis and evaluation.
  • Route customer queries to the appropriate stakeholders and manage follow-through.
  • Provide coverage and support for colleagues as needed.
  • Follow communication procedures, guidelines, and response-time benchmarks.
  • Work across teams to uphold service quality and customer experience.

Requirements

  • At least 2 years of customer service experience.
  • Proven customer support experience or experience as a customer service representative.
  • Excellent writing skills.
  • Strong professional communication skills and active listening.
  • Excellent time-management skills.
  • Strong focus on quality and attention to detail.
  • Familiarity with CRM systems and practices, with Salesforce preferred.
  • Salesforce experience is required or highly preferred.
  • Previous experience working in publishing.
  • Previous experience working in a remote environment.
  • Ability to work across time zones.
  • Some national and international travel may be required.
  • Must be based in the UK or one of these US states: FL, IL, MA, MD, NY, PA, TX, or VA.

Benefits

  • Base salary range of $55,000 to $58,000.
  • 401(k) with employer match.
  • Employee-sponsored health, dental, and vision insurance, with dental and vision 100% employer paid.
  • Paid vacation, 11 public holidays, and sick leave.
  • Parental leave.
  • Birthday off plus three winter holiday days off.
  • Short-term and long-term disability insurance.
  • 2 paid volunteer days per year.
  • Fully remote work environment with a home office stipend on joining.

Interested in this position?

Apply directly on the company website

Apply Now

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