Customer Support Specialist - Library Subscriptions

EBSCO Australia; Sydney; Hybrid; 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 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.