
Customer Support for Mendeley
4 weeks ago
- 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.
- 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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