Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.

Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.

Escalate unresolved issues to the appropriate internal teams.

Stay up to date with product knowledge and company policies.

Will handle the Elsevier account – assists with logins, profile corrections, editing documents

Assist with refunds for subscriptions, renewals

Technical concerns – login, passwords, basic troubleshooting skills