Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Stsadm Vendor Payments Smarty Upskilling Knowledge Base Stakeholder Communications Finance Software Daily Production Reports Process Improvement Peer Review Online Communication Speech Fluency

Other Skills

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Customer Service
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Team Building
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Microsoft Excel
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Non-Verbal Communication
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Accountability
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Time Management
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Teamwork
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Prioritization

Roles & Responsibilities

Educational qualification: Graduate to post-graduate
Experience: Fresher or 1-2 years of relevant experience
Familiarity with systems such as A2R, SMARTJ, Peer Review (Scholar One and STS) desirable but not essential
Excel proficiency is desirable; strong time management and communication skills

Requirements:

Manage Journal Operations inboxes and ensure customer satisfaction and volumes meet SLA, handling author inquiries via email
Work with system applications such as Scholar One, STS, SMART, and Sage Open Access Portal; identify areas to develop canned responses
Prepare daily productivity reports and contribute to creation and maintenance of internal and external Journal Operations knowledge-based articles to keep content current
Collaborate with stakeholders and team members, pursue self-driven upskilling, propose process improvements, and participate in global meetings as required

SAGE Publishing

About SAGE Publishing

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future. Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation. Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part. As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit https://group.sagepub.com/dei

Founded: 2018

Company size: 1001 - 5000

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Job description

Job Purpose:

The Advisor is accountable for delivering outstanding customer service by promptly and efficiently handling author inquiries via email. They ensure the provision of accurate and timely information while maintaining full proficiency in all system functionalities and author payment processes.

Key Accountabilities:

Manage Journal Operations inboxes with customer satisfaction and volumes as per SLA.
Working on various system applications like Scholar one, STS, SMART, Sage Open Access Portal.
Identify areas to build canned responses.
Prepare daily productivity report of the work done.
Actively collaborating on creation and management of the internal and external Journal Operations knowledge-based articles and keeping the content current and relevant.
Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation. 
Collaborate and Support other team members to move the inbox smoothly.
Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
Attending meetings and calls during regular office hours and/or outside office hours to collaboratively work with Global team.

Skills, Qualifications & Experience

Functional Knowledge & skills

Excel Proficiency is desirable but not essential

Top of Form

Bottom of Form

Familiarity with systems such as A2R, SMARTJ, Peer review (Scholar one and STS) is desirable but not essential.

Time management skills

Accountability & Prioritization of work

Articulateness (Written and verbal communication skills)

Customer Service skills

Qualifications & Experience

Graduate to post-graduate

Fresher or 1-2 years of relevant experience

Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.

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