Customer Support/Ops Coordinator I

6 days ago

Manila, National Capital Region, Philippines RELX Full time $20,000 - $30,000 per year
  • The main task of a Health Online Customer Support Representative I, is to provide multi-skill/function type of support through various communication methods (phone, email and chat). They will assist different customer types who are using online products of Elsevier. The support provided are, but not limited to registration, account management, entitlements, account setup, troubleshooting, authentication and search functions
  • The secondary 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 employee should develop and maintain 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.
Accountabilities:
  • 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
  • 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, missing assignments, grade book issue, etc
  • 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.
  • 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 second line support team or others for product development ideas.
  • Ensure customers are provided with the requested information including production description and services options, availability and ordering procedures.
Qualifications:
  • Bachelor's Degree Holder
  • with BPO experience
  • Above average communication skills

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