Scribendi is seeking an ambitious Customer Support Professional to join our team on a part-time basis. At Scribendi, you will join a small group of friendly, forward-thinking, and team-oriented individuals. In this role, you will be responsible for supporting our clients, freelance editors, and in-house staff by providing exceptional customer service. You will multitask throughout the day by managing emails, the telephone system, and our company-specific computer programs.

If you are a self-starter with a strong work ethic, excellent communication skills, and a desire to ensure that the needs of our clients and staff are met, we want to hear from you!

What you will do

• Manage communication with clients and editors through various mediums, such as email, chat, and phone, ensuring responses are timely, error free, and to high standards

• Multitask and balance various client/staff questions and issues and handle them according to company guidelines

• Complete a daily task list while balancing assigned office duties

• Follow ISO-certified processes to provide an exceptional customer service experience for clients and staff

Requirements

• Have a working knowledge of various programs and document types (Microsoft Word, PDF, Microsoft Excel, etc.)

• Possess excellent reading, writing, and communication skills

• Have strong multitasking skills with the confidence to make decisions

• Able to read between the lines and think on your feet in time-sensitive situations

• Can work independently and follow instructions to manage a full scope of responsibilities with minimal supervision

• Be resourceful and have an aptitude for problem-solving

• Can take initiative and make suggestions to improve processes and ensure an excellent client experience

• Must be available to work a combination of days, afternoons, weekends, and holidays, as provided in a monthly schedule

• Must be able to attend in-person training and monthly meetings in our Chatham, ON office.

About the Company

Founded in 1997, Scribendi is a pioneering internet-based language company that offers document revision services to clients in all sectors, including business, academia, and publishing. For 25 years, we have cultivated our reputation as a leader in the editing and proofreading industry. In 2018, Scribendi launched Scribendi.ai, our AI and machine-learning arm, which creates tools to improve our customer experience and enhance the skills of human editors. In 2023, Scribendi was acquired by the Japanese corporation M3, Inc. via its subsidiary Edanz.

Edanz was established in Japan in 1995 and has helped thousands of researchers all over the world successfully publish in international journals. With their team of expert editors and research consultants, they are a globally leading company providing English editing services for research papers. Edanz caters to clients in over 120 countries, mainly academics as well as pharmaceutical companies and hospitals, and they are highly regarded in the research community.