Responsibilities

• Resolve high-impact and complex customer issues.
• Develop and implement customer service strategies.
• Lead and coordinate large-scale projects aimed at process improvement.
• Provide expert advice and guidance to junior associates and supervisors.
• Create and deliver in-depth training programs.
• Monitor and evaluate performance metrics to identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer satisfaction.
• Ensure compliance with company policies and industry regulations.
• Implement and monitor quality assurance standards.
• Serve as a subject matter expert in operational and administrative processes.

Skills

• Expert Communication: Exceptional ability in all forms of communication.
• Strategic Insight: In-depth understanding of customer service strategies.
• Advanced Problem-Solving: Mastery in resolving complex and high-impact issues.
• Leadership & Mentorship: Strong ability to guide and develop team members.
• Project Management: Skilled in planning, executing, and managing large-scale projects.
• Analytical Proficiency: Advanced capability in data analysis and metrics evaluation.
• Quality Assurance: Expert understanding of QA standards and practices.
• Regulatory Knowledge: Thorough knowledge of industry regulations and compliance.
• Requires extensive knowledge and has advanced skills and expertise in operational or administrative processes and activities
• Generates potential solutions to complex operational or administrative problems; looks beyond the immediate problem to the broader implications of actions or decisions
• Completes operational or administrative work with minimal supervision; may work autonomously without established procedures and practices
• Communicates important and/or sensitive information and negotiates with higher levels in other departments and/or outside organizations

Interview Practices

To 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 you'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.

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We're innovators with impact. We provide expert software and information solutions that the world's leading professionals rely on, in the moments that matter most. You'll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.

Our customers work in industries that impact the lives of millions of people every single day.

Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

For more information about our solutions and organization, visit or follow us on LinkedIn, Instagram and Facebook.

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.

Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking.

We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce - one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

Benefits

• Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
• Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being.

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

GDPR Wolters Kluwer ("we" or "us") wants to inform you about the ways we process your personal information.

In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose.

You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.