Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.

Accountability:

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 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 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 toolsEnsure 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 resolutionRecommended work flow modifications or improvement as deemed necessary to improve processesProvide feedback to product managers/team or others for product development ideas.

Qualifications:

Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasksSelf-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUSTMust ability to work quickly in a fast-paced environment; work well as a team member and work well independentlyExcellent written and verbal communicationExcellent customer service skillsExcellent in multi-taskingBachelor’s degree in a customer service field or equivalent experienceAt least 1 year customer service in contact center environment or equivalent training (2 years preferred)Willing to work on business unit holidays and/or render overtime when necessaryMust be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not be enrolled in any Performance Improvement Plan (PIP) for the last 12 monthsMust not have any Attendance and Punctuality issues in the past 12 months

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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