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 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 or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are 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. USA Job Seekers: EEO Know Your Rights . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.