Customer Support for Mendeley-1

14 hours ago

Iloilo City, Western Visayas, Philippines RELX Full time
Responsibilities

  • Respond promptly to customer inquiries via phone, email and or chat

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

  • Diagnose and troubleshoot customer issues effectively.

  • Escalate unresolved issues to appropriate internal teams (e.g., CXC's, CA's, AM's) when necessary.

  • Maintain detailed records of customer interactions via OSVC

  • Stay updated on product knowledge and company policies

  • Educate customers on new products and services

  • Participate in training sessions to enhance and refresh product knowledge

  • Follow communication procedures, guidelines, and policies

  • Contribute to team efforts by accomplishing related results as needed

  • Identify and suggest possible improvements on procedures

  • Adhere to and ensure compliance with company policies, procedures, and legal guidelines

  • Protect customer information confidentiality and ensure data privacy.

Qualifications

  • Bachelor's degree holder

  • With at least 2 years of BPO experience

  • Experience in handling billing inquiries, service requests, suggestions and complaints

Notes: We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our "Applicant Request Support Form" or please contact

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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