Customer Support/Ops Coordinator I

Job Responsibilities:

• Tasks involved the documentation of the conversation between CSR I and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through RightNow tool.
• In line with the responsibility of keeping with Reed Elsevier Philippines core values and competencies, the CSR I develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance. CSR I performing at this level is required to undergo training and certification to fulfill their daily responsibilities and deliver excellent customer service.
• To ensure customers are provided with the requested information including production description and services options, availability and ordering procedures.
• To provide technical expertise for electronic products and solutions multiple channels.  Resolve basic technical problems and refer more complex problems to 2nd line support/product specialists.
• Provide general helpdesk support including resetting passwords, creating remote ID's and update IP address, usage reporting and assisting with searches.
• Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools
• Ensure all customers' claims and queries are satisfactorily investigated and resolved – including missing content, incomplete issues and/or pages.
• Collaborate with relevant departments within the company to meet company objectives and resolve customers' issues.
• Coordinate with second line support and product team for matters requiring escalation prior to providing a reply to customer's enquiries and requests.
• Communicate any sales lead or sales issues identified through day to day contact with customers to appropriate business contacts
• Follow up with customers, provide feedback and see problems through to resolution
• Recommended work flow modifications or improvement as deemed necessary to improve processes
• Provide feedback to product managers/team or others for product development ideas.

Qualifications:

• Bachelor's degree holder or at least completed 2 years in college with no back subjects.
• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause, and offering appropriate solutions.
• Escalate unresolved issues to the appropriate internal teams.
• Stay up to date with product knowledge and company policies.
• Will handle the Elsevier account – assists with logins, profile corrections, editing documents
• Assist with refunds for subscriptions, renewals
• Technical concerns – login, passwords, basic troubleshooting skills

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