De Gruyter Brill is a global leader in scholarly publishing in the humanities and beyond. Combining a rich heritage dating back to 1683 with a forward-looking mindset, our mission is to publish and curate indispensable research that breaks boundaries, builds new bonds, and shapes a better future. Join our diverse and passionate team of over 600 colleagues around the world – and help us shape the future of scholarly communications.
For more information, visit degruyterbrill.com.
Customer Service Specialist (f/m/d)
Warsaw | Full-time employee | Feb 3, 2025
In this role, as a Customer Service Specialist, you'll provide expert support and guidance to our clients, ensuring exceptional service delivery. Your primary goal is to address inquiries promptly and accurately, resolving issues while adhering to company policies and enhancing customer satisfaction. You'll be the main point of contact, nurturing positive relationships and collaborating with various departments for consistency and effectiveness.
Your tasks
- Customer Support: Handle customer inquiries via phone, email, and online meetings.
- Issue Resolution: Address and resolve customer complaints regarding product quality, delays, and billing discrepancies in line with company policies.
- Client Onboarding and Outboarding: Provide detailed information to new clients, assist throughout the cooperation, and support clients during outboarding.
- Information Dissemination: Keep customers informed about new services and assist in marketing efforts.
- Feedback Collection: Gather and analyze customer feedback to improve products and services.
- Database Maintenance: Update customer information in the database for accuracy.
- Policy Adherence: Stay updated on company policies and ensure compliance during customer interactions.
- Team Collaboration: Coordinate efforts with marketing, production, sales, and other departments for enhanced service delivery.
Your profile
- English proficiency, including business English,
- Strong communication skills
- Proficiency in Spanish would be an advantage.
- Higher education
- Strong ProblemSkills
- Attention to Detail: Skilled in identifying problems and proposing effective solutions, while paying close attention to details in client interactions and documentation.
- Experience in Customer Service Department
- Experience in using CRM systems to track customer interactions and manage client data efficiently.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Full time availability
- Conditions for remote work (dedicated workspace, tranquility, internet access)
We offer you
- An exciting professional challenge for one of the innovation drivers of the publishing industry
- Family-friendly working time model, fully remote position alongside a generous vacation allowance
- Extensive benefits and allowances for a healthy, balanced life
- Development budget and opportunities for training and personal development
- Passionate colleagues in diverse, international teams; joint team events and company parties
At De Gruyter Brill, we are dedicated to diversity, equal opportunity, and building an inclusive culture where everyone belongs. We believe in individual potential, so please apply even if you don’t meet every requirement—passion and a willingness to learn matter as much as qualifications. We look forward to hearing from you!
Ewelina Stańczuk
People + Culture