Customer Support Specialist - China

Springer Nature

Beijing, China

Springer Nature Beijing is looking to add a bright Customer Support Specialist to provide support (primarily by phone and chat) for our partner American Journal Experts (AJE), a company located in North Carolina, USA. This position requires superb Chinese communication skills, a passion for customer service and solid English reading and writing skills. This is an ideal position for a smart, motivated individual who is passionate about interacting with people in real time, and would like to work in a high powered, collaborative environment.

WHY JOIN US?
1. Because our customers are professors, PhD students, doctors, and lab researchers, you will enjoy interacting with these well-educated people
2. You will also have flexibility and autonomy at work, including the option of working from home 1 day per week
3. You will experience a wonderful company culture and have kind coworkers who care about you and support you
4. You will have the opportunity to practice your English and Chinese skills
5. You will have the opportunity to get cross trained in every function of Customer Support including phone support, online chat and email support
6. We will provide sufficient training and support as you become familiar with the role
7. You will learn trending customer support practices in the US market

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Answering customers inquiries primarily by phone and online chat, secondarily by email
2. Assist with customers’ in-person visits on request
3. Collecting customer feedback and reporting system bugs

QUALIFICATIONS
1. Minimum Bachelor degree, major in English or Finance is preferable but not required
2. Experience in administrative, finance or customer service industry is a plus, but not required
3. Excellent Chinese verbal and written communication skills
4. Super passionate about communicating with customers in real time (phone and chat)
5. Good English reading and writing skills
6. Able to work on weekends shift once a month on a rotating basis (weekend shift is working from home and email support only)
7. Strong knowledge of billing and reimbursement processes of Chinese institutions is a plus

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Customer Support Specialist - China