Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analyst – Society Support: Journal Subscription Management based in India.

This role sits within a customer-focused Society Support function responsible for managing journal subscription services for hundreds of society arrangements and their members.

• Process credit card payments from society members accurately and efficiently, following established procedures and controls.
• Manage subscription returns and process member claims, ensuring issues are resolved promptly and correctly.
• Handle tickets and customer queries through Freshdesk, providing clear, professional responses and achieving required satisfaction levels.
• Investigate customer and operational issues, follow appropriate procedures, and take effective action to bring queries to resolution.
• Maintain accurate Salesforce records, including invoice links and member-list tracking information.
• Upload and maintain member lists within the relevant fulfilment systems, ensuring information is complete and accurate.
• Support the ongoing maintenance of society arrangements, including invoicing, renewals, address updates, and online-access requirements.
• Complete assigned processes within agreed SLAs and proactively flag issues that could affect delivery.
• Prepare daily productivity reports summarizing completed work and relevant operational activity.
• Apply Lean principles to identify opportunities to simplify processes, reduce inefficiencies, and improve service quality.
• Provide support to other operational verticals during quieter periods, contributing to broader team productivity and flexibility.
• Develop and maintain working knowledge of relevant business applications and use them effectively in day-to-day operations.

• Demonstrated experience in customer service, administration, subscription management, or a comparable operational environment.
• Graduate or postgraduate qualification, ideally complemented by relevant business experience, proven work experience, or transferable skills.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and colleagues.
• Exceptional accuracy when handling payments, customer records, member data, invoices, and other subscription information.
• Excellent organizational and time-management skills, with the ability to prioritize multiple tasks and consistently meet deadlines.
• Comfortable working in a fast-paced environment while maintaining quality and accuracy under pressure.
• Strong collaborative skills and willingness to support colleagues and contribute across functions when required.
• Self-motivated and capable of working independently, identifying issues, and taking appropriate action without constant supervision.
• Good numerical ability and confidence working with payment, invoice, and subscription-related information.
• Strong computer literacy, including practical Excel skills and working knowledge of Microsoft Office applications.
• Comfortable following established procedures, working against SLAs, maintaining accurate records, and contributing to continuous improvement initiatives.
• Willingness to learn new systems and processes and support different operational areas as business needs evolve.

• Hybrid working: Flexible working arrangements within an inclusive and collaborative environment.
• Professional development: Opportunities to build expertise across customer service, subscription operations, data management, and fulfilment processes.
• Cross-functional exposure: Opportunity to support different operational areas and broaden your understanding of the wider business.
• Inclusive culture: A workplace committed to diversity, equity, inclusion, authenticity, and creating a strong sense of belonging.
• Flexible approach: Support for flexible working arrangements where appropriate.
• Meaningful work: Contribute to the reliable delivery of academic journal subscriptions and services that support access to research and knowledge.
• Team environment: Work alongside colleagues across customer service, fulfilment, editorial, and operational functions.