Customer Support for Mendeley

4 days 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
  • Preferably Bachelor's degree or equivalent in any field, or at least 2 years completed college (with no back subjects/incomplete units)
  • At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
  • Above average to Excellent communication skills
  • Experience with voice, emails and chat account is preferred.
  • Excellent written and verbal communication skills
  • Experience with email correspondence is preferred.
  • Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
  • Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
  • Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
  • Willing to work on business unit holidays and/or render overtime when necessary
  • Open to fresh graduates with good written and communication skills
  • Amenable to work in REPH Iloilo site
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 months
  • Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
  • Must not have any Attendance and Punctuality issues in the past 12 months

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