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Springer Nature

Academic publishing and scholarly content provider

Medewerker Klantenservice

Customer SupportPosted on Nov 13
Full-timeUtrecht, NetherlandsNo salary listed

About the Job

Requirements

  • MBO+/HBO work-and-thinking level and excellent command of Dutch, spoken and written.
  • Experience in a customer-oriented environment or strong motivation to develop further in customer service.
  • Strong communication skills and a customer-focused, solution-oriented approach.
  • Good digital skills and experience with administrative systems and software.
  • Proactive and accurate, with the ability to manage several tasks simultaneously.

Responsibilities

  • Serve as the first point of contact for customers, assisting by phone and email with questions about subscriptions, deliveries, online products, events, and administrative matters, and communicate clearly and professionally even when inquiries are complex or involve multiple parties.
  • Provide the best possible customer experience at each interaction and make a positive difference for customers where possible.
  • Register, follow up, and resolve customer inquiries carefully; keep track of multiple open requests and monitor each through to completion.
  • Understand customers' situations and identify appropriate solutions that support a positive customer experience and long-term relationships.
  • Process subscriptions, changes, cancellations, registrations, and other administrative requests accurately, and record them correctly in company systems.
  • Support customers in using digital platforms, online learning environments, and other products, working across multiple systems and applications.
  • Receive and process returned books, ensuring they are correctly recorded and handled according to established procedures.
  • Coordinate closely with colleagues in other departments so that customer inquiries are efficiently routed to the appropriate people.
  • Carefully assess possible solutions and make considered decisions to help customers quickly and correctly.
  • Identify recurring customer inquiries, service bottlenecks, and opportunities for improvement, and suggest ways to make processes smarter, more efficient, and more customer-friendly.
  • Use available customer and process information to identify patterns and trends, helping the team continuously improve service and respond to customer needs.

Desired Qualifications

  • Experience with telephone customer support and administrative processes such as order or subscription processing.
  • Affinity with education, healthcare, or knowledge-focused services.

About the Company

Springer Nature

Academic publishing and scholarly content provider

Springer Nature aggregates and distributes academic content, publishing journals, books, databases, and research-management tools for researchers, educators, health professionals, and other scholars. Its products are delivered through subscriptions, author-paid open access, and e-book sales, with platforms like SpringerLink and MyCopy that support discovery, access, and print-on-demand editions from licensed eBooks. The company differentiates itself with a vast catalog across science, technology, medicine, and humanities, combined with integrated technology platforms and global distribution that serve a wide academic audience. Its goal is to advance scholarly communication by expanding access to high-quality research and supporting education, industry, and professional needs worldwide.

Company size
10,001+
Company stage
Acquired
Total funding
$3.6B
Headquarters
London, United Kingdom
Founded
2015

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