Customer Service Specialist - SaaS Software (Librarians Welcome)Join our APAC regional team as a Customer Service Specialist.You will be the first point of contact of our customers across Asia Pacific, addressing customer inquiries and offering solutions for basic technical issues, ensuring an exceptional customer service experience.
This role is essential in initiating the support process and ensuring customer satisfaction from the outset.This is a Full-time Permanent position, based in Macquarie Park, Sydney (hybrid working, working in office 2 days per week) #LI-HybridWHAT YOU DORespond to customer inquiries via telephone or email.Troubleshoot basic technical issues related to our products and services.Record and document customer interactions and technical issues.Provide clear and concise instructions to customers for problem resolution.Escalate complex issues to higher-level specialists or appropriate departments.Maintain up-to-date knowledge of product features and basic troubleshooting techniques.Follow up with customers to ensure issues are resolved satisfactorily.Participate in training sessions to improve technical support skills.Provide feedback to improve support documentation and processes.WHO YOU ARE3+ years of experience in customer service, customer support, technical support, or a related client-facing role.Experience supporting SaaS software, online subscription platforms, digital library systems, academic library users, or online reference services is preferred.Customer Communication: Ability to communicate effectively with customers to understand their technical issues.Basic Troubleshooting: Skills to identify and resolve basic technical problems.Documentation: Ability to accurately record and maintain details of customer interactions.Product Knowledge:



Familiarity with the company's products and basic functions.Time Management: Efficient in managing time to handle multiple customer inquiries.Basic Technical Tools: Proficiency in using customer support software and tools.Problem Escalation: Understanding when and how to elevate issues.Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.Language: Japanese language proficiency is preferred (spoken and written).
WHAT WE OFFERFlexible Working Arrangement –Introducing Work from Anywhere and hybrid working (promoting work life balance)Learning and Development opportunitiesAccess to health and wellness programsParental leave benefits that exceed legislative requirementsThe chance to work within a global organization with experienced leadersABOUT USWolters Kluwer reported **** annual revenues of €6.1 billion.
The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide.
The company is headquartered in Alphen aan den Rijn, the Netherlands.
More atwww.wolterskluwer.com.Our Interview PracticesTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts.
Our interview process is designed to assess your individual skills, experiences, and communication style.
We value authenticity and want to ensure we're getting to know you—not a digital assistant.
To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.
Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
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📌 Customer Service Specialist - Saas Software (Librarians Welcome) (New South Wales)
🏢 Wolters Kluwer
📍 New South Wales