At a Glance
- Tasks: Provide exceptional customer service and resolve queries in a fast-paced, remote environment.
- Company: Join PLOS, a leader in open science with a commitment to innovation and inclusion.
- Benefits: Enjoy competitive salary, private medical insurance, and 25 days holiday plus more.
- Other info: Fully remote role with opportunities for professional growth and teamwork.
- Why this job: Make a real impact by connecting with customers and enhancing their experience.
- Qualifications: Two years of customer service experience and strong communication skills required.
The predicted salary is between 24000 - 26000 £ per year.
This position is fully remote/home based. Applications will be accepted from candidates based in the UK.
Role Summary
The Customer Care division is committed to representing PLOS by delivering exceptional customer service through problem ownership, proactive engagement, integrity, and accountability that supports continuous organizational improvement. As the Customer Care Coordinator, you are part of an impactful international team that serves as the conduit connecting PLOS to our primary audience and delivering exceptional service to our customers. You are patient, empathetic, passionately communicative, and understand the value of effective communication skills. In your role, you will be the primary point of customer contact, providing guidance, answering questions, and resolving any emerging problems that our customers might face with accuracy and efficiency. You develop perpetual value by nurturing relationships through successful professional engagements that provide timely solutions and meaningful customer experiences. You are a confident and highly organized individual with superior business communications skills, motivated by a culture of continuous improvement. You are a natural team player, with the ability to collaborate effectively across teams and hold yourself accountable for meeting competing deadlines in a fast-paced environment. You will report to the Customer Care Suite Manager and work as part of the Publishing Operations team to maintain unfettered communication channels and uphold excellent customer experience, especially for but not limited to authors, editors, and reviewers. You will adhere to response time benchmarks to protect brand integrity and ensure timeliness and quality of resolution and experience.
Responsibilities
- Manage high volume of incoming queries
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Provide accurate, valid and complete information
- Meet established team targets
- Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution
- Accurately track customer interactions to inform data analysis and evaluations
- Follow communication procedures and guidelines
- Take the extra mile to engage customers
Teamwork
- Filter customer queries to appropriate stakeholders and manage follow through and resolution
- Provide coverage for colleagues as necessary
Knowledge and Skills
- Proven customer support experience or experience as a customer service representative
- Strong professional communication skills and active listening
- Excellent time-management skills
- Focus on quality and attention to detail
- Familiarity with CRM systems and practices (Salesforce Preferred)
Qualifications
- At least two years of Customer Service experience
- Excellent writing skills
- Salesforce experience
- Previous experience working in Publishing
- Previous experience working in a remote environment
Physical Requirements and Work Environment
Prolonged periods stationary at a desk and working on a computer. Some national and international travel may be required. Some flexibility to work across time zones.
Salary and Benefits
The base salary range we’ve established for these positions is £24,000- £26,000. PLOS also offers a comprehensive benefits package summarized below:
- Private medical insurance
- Life assurance
- Income protection
- Personal accident insurance
- Pension with up to 10% employer match
- 25 days holidays, market competitive Maternity and Paternity leave
- Birthday and three winter holidays days off
- 2 days paid time off for volunteering per year
- Fully remote work environment with stipend on joining for home office
About PLOS
Building on a strong legacy of pioneering innovation, PLOS continues to be a catalyst in open science, reimagining models to meet open science principles, removing barriers and promoting inclusion in knowledge creation and sharing, and publishing research outputs that enable everyone to learn from, reuse and build upon scientific knowledge. Our work is supported by a highly skilled global in-house team, partnerships with local scholarly organizations, and the valued contributions of a diverse, international community of scientific researchers. We’re committed to equal opportunity. We’re working to create a more equitable system of scientific knowledge and understanding. Removing barriers to inclusion and facilitating broad participation of voices is core to our success, inside and out. Beyond accepting distinct perspectives, we seek and support divergent backgrounds among our staff because we know differences strengthen our teams, our work, and our communities. We strongly encourage applicants of all identities to join us as we work towards a future where science is open to all, for all.
Visit plos.org/careers to learn more.
To learn more about how PLOS protects your privacy, see our Employee Privacy Notice.
Customer Care Coordinator employer: Public Library of Science
PLOS is an exceptional employer that fosters a fully remote work culture, allowing you to thrive in a flexible environment while contributing to meaningful scientific advancements. With a strong commitment to employee well-being, PLOS offers a comprehensive benefits package, including private medical insurance, generous holiday allowances, and opportunities for personal growth through volunteering. Join a diverse and inclusive team dedicated to open science, where your contributions will make a real impact on the global research community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Coordinator
✨Tip Number 1
Get to know the company inside out! Research PLOS and their values, especially around customer care and open science. This will help you tailor your conversations and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since this role is all about effective communication, try role-playing common customer scenarios with a friend. This will boost your confidence and help you think on your feet during interviews.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at PLOS. Plus, it shows your initiative and interest!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you can keep an eye on other roles that might suit you as well. Don’t miss out!
We think you need these skills to ace Customer Care Coordinator
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've handled queries and built relationships with customers in the past, so share specific examples that showcase your skills!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. This shows us you’re genuinely interested in the role and understand what we’re looking for.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon unless it’s relevant, and make sure your passion for customer care shines through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Public Library of Science
✨Know Your Customer Care Basics
Before the interview, brush up on your customer service principles. Understand how to manage high volumes of queries and the importance of building trust with customers. Be ready to share examples from your past experiences that highlight your problem-solving skills and ability to engage effectively.
✨Showcase Your Communication Skills
As a Customer Care Coordinator, communication is key. Practice articulating your thoughts clearly and concisely. During the interview, demonstrate your active listening skills by responding thoughtfully to questions and engaging with the interviewer. This will show that you value effective communication.
✨Familiarise Yourself with CRM Tools
Since familiarity with CRM systems like Salesforce is preferred, make sure you know the basics. If you have experience, be prepared to discuss how you've used these tools to track customer interactions and improve service delivery. If not, do a bit of research to understand their functionalities.
✨Emphasise Teamwork and Flexibility
Highlight your ability to work collaboratively in a remote environment. Share examples of how you've supported colleagues or managed competing deadlines in fast-paced settings. This will show that you're not just a lone wolf but a team player who can adapt to various situations.
