United States onlyJob Role
The Advisor is responsible for delivering high-quality customer service by efficiently managing author queries via email. The role ensures accurate and timely responses while maintaining proficiency across systems and author payment processes.
Key Accountabilities
Manage Journal Operations inboxes in line with defined SLAs for volume and customer satisfaction
Work on multiple systems including ScholarOne, STS, SMART, and Sage Open Access Portal
Identify opportunities to develop and standardize canned responses
Prepare and maintain daily productivity reports
Contribute to the creation and maintenance of internal/external knowledge base content, ensuring accuracy and relevance
Proactively upskill in process and business areas; build strong relationships with stakeholders
Collaborate with team members to ensure smooth workflow and inbox management
Identify and recommend process improvements for local and global implementation
Participate in meetings and calls with global teams (including outside standard working hours, as required)
Skills, Qualifications & Experience
Functional Skills:
Strong written and verbal communication skills
Effective time management, prioritization, and accountability
Customer service orientation
Basic knowledge of Excel (preferred)
Familiarity with systems such as A2R, SMARTJ, ScholarOne, and STS (desirable)
Qualifications & Experience:
Graduate/Postgraduate in any discipline
Fresher or 1–2 years of relevant experience
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.
