Customer Engagement Analyst I

RELX; Philippines; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX in the Philippines is seeking a Customer Engagement Analyst to contact customers twice yearly, assist the Sales team in assessing renewal risk, and provide thorough reports outlining blockers and opportunities.

You will tailor email and voicemail templates, manage time zones for timely outreach, and strive to meet monthly contact targets while leveraging Salesforce for CRM and AI tools to support workflows.

Qualifications

• Bachelor's degree or two years of college with no back subjects.
• Excellent communication skills required.
• Proven experience in outbound calls and CRM (Salesforce).
• Strong customer service and account management experience.
• Ability to quickly learn and apply enterprise AI tools and technologies.

Responsibilities

• Contact customers twice during their yearly subscription and report on renewal risk and blockers.
• Gauage customer hold and provide thorough, descriptive reports for the Sales team.
• Hit or exceed monthly contacted leads targets and create diverse email/voicemail templates.
• Be mindful of different time zones and ensure timely follow-ups.
• Flag blockers and communicate with the Account Manager to resolve issues.

Skills

Excellent communication

Outbound calls experience

Customer service experience

Account management experience

Enterprise AI tools knowledge

Education

Bachelor’s degree or two years in college (no back subjects)

Tools

Salesforce

Job description

The Customer Engagement Analyst is responsible for contacting customers twice during their yearly subscription to Elsevier products. The Customer Engagement Analyst shall help the Sales team gauge their total hold of their jurisdictions in terms of risk rating, need for follow-ups, assess the customer’s chances of renewal and solve any blockers, if necessary, by providing a thorough and descriptive report.

This role requires someone to be sensitive and familiar with tones that denotes sarcasm or commendation whether via email or phone calls. The Customer Engagement Analyst is expected to uncover ongoing and potential challenges by flagging the point of contact or Account Manager, as necessary. Submit reports on a timely basis as prescribed. The Customer Engagement Analyst should hit or exceed the required number of contacted leads per month. One must be creative and diligent in creating a variety of email and voicemail templates. This role should also be adept with time zones and must have a good sense of timing when making calls.

Qualifications

• Bachelor’s degree or has completed 2 years level in College without back subjects or incomplete units
• Excellent communication skills
• Proven experience in conducting outbound calls
• Skilled in handling professional business email correspondence
• Proficient in utilizing Salesforce for CRM and sales operations
• Background in sales is preferred
• Strong customer service experience
• Demonstrated experience in account management
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.