Customer Support for Mendeley-1

3 days ago

Iloilo City, Western Visayas, Philippines RELX Group Full time $30,000 - $50,000 per year

  • 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

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