Customer Support Officer

EBSCO Australia; Sydney; On-site; AUD 52,000 - 68,000; Full time

Job summary

EBSCO Information Services is seeking a Customer Support Officer based in North Sydney to provide timely, high‑quality service to customers, promote premium service, and ensure order accuracy across print and online subscriptions.

You will support the Library Services Helpdesk, handle multi‑channel enquiries, and escalate complex issues to the appropriate manager. Initially on-site, the role moves to a hybrid pattern as you become proficient.

Qualifications

• 1 year of experience in a customer service role.
• Experience within publishing/serials is highly regarded.
• Demonstrable relationship building and customer engagement skills.
• Experience operating in a multi-channel customer environment.
• Excellent written and oral communication.
• Health and safety awareness is important.

Responsibilities

• Provide timely and high-quality service to customers, promoting EBSCO as a premium service provider and proactively confirming order services and attending to print and online subscription service discrepancies.
• Ensure accuracy of customer orders, continuity of service, and transparency for subscribed products.
• Provide coverage on the Library Services Helpdesk as required.
• Escalate sensitive or complex cases to the Journal Services Manager in a timely and effective manner.
• During training, work in the North Sydney Office; later transition to a hybrid work pattern per policy.

Skills

Customer service

Relationship building

Multichannel support

Written and verbal communication

Attention to detail

Time management

Problem solving

Self-motivated

Health and safety awareness

Tools

CRM tools

Microsoft Office

Job description

EBSCO is a global company and this role is based in our office in North Sydney. EBSCO is a supplier of journal and magazine subscriptions, full text databases, supporting software and services to all types of libraries, Government and corporate businesses, academic institutions and research organizations across Australia and New Zealand.

More information about our company is available at www.ebsco.com.

What you will be doing

Provide timely and high-quality service to EBSCO’s customers, promoting EBSCO as a premium service provider and proactively confirming order services and attending to print and online subscription service discrepancies.

Work diligently to ensure EBSCO customer’s orders are accurate, that there is continuity in service and that there is transparency for the customer around their subscribed products.

Provide coverage on the Library Services Helpdesk as required.

Escalate sensitive, complex and other cases as dictated by internal processes, to the Journal Services Manager in a timely and effective manner.

Initially and through your training you will work in the North Sydney Office and once proficient will be able to work in a hybrid work pattern as per our company policy.

Our Customer Support Team is seeking applicants with the following experience and qualities to join the team in this role.

Experience

1 years’ experience in a customer service role.

Experience within publishing/serials experience will be highly regarded.

Demonstrable relationship building and customer engagement skills.

Experience operating in a multi-channel customer environment.

Excellent written and oral communication.

Proficiency in Microsoft Office products (Excel, Word, Outlook) and CRM tools.

Being physically fit and highly aware of the importance of following Health and Safety procedures.

Personal Qualities

Highly organized with well-developed time management skills.

Self-motivated and proactive in your approach to all activities.

Have a high level of attention to details.

A professional who is results and achievement focused.

A natural problem-solver, that can take ‘deep-dives’ into issues, to ensure customer outcomes that improve their satisfaction.

If this sounds like the opportunity you are seeking you are welcome to call Pat Gibbons, Human Resources Manager on 61 307 for a confidential conversation.

Broadcast Media, Entertainment and Publishing

EBSCO INFORMATION SERVICES

EBSCO Information Services is the leading service provider of e-journal, e-book and e-journal package and print subscriptions, e-resource management tools, full-text and secondary databases, and related services for all types of libraries and research organisations.

In its seventh decade of business, EBSCO upholds relationships with more than 79,000 publishers globally. These publisher relationships uniquely position us to streamline many aspects of the e-resource life cycle. EBSCO maintains a Dun & Bradstreet financial strength rating of 5A1, the highest awarded, which underscores the importance we place on providing outstanding, ethical service.

Source: This is an extract from the company's own website.

EBSCO INFORMATION SERVICES

EBSCO Information Services is the leading service provider of e-journal, e-book and e-journal package and print subscriptions, e-resource management tools, full-text and secondary databases, and related services for all types of libraries and research organisations.

In its seventh decade of business, EBSCO upholds relationships with more than 79,000 publishers globally. These publisher relationships uniquely position us to streamline many aspects of the e-resource life cycle. EBSCO maintains a Dun & Bradstreet financial strength rating of 5A1, the highest awarded, which underscores the importance we place on providing outstanding, ethical service.

Source: This is an extract from the company's own website.

What can I earn as a Customer Support Officer