Job 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.
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)
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.
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.
Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future.
Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation.
Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part.
As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit www.sagepub.com/about-us/our-impact/dei
For contact and support, visit https://solutions.sagepub.com/support/home
