Customer Service Representative

Author Solutions Philippines Inc.; Cebu City; On-site; PHP 886,001 - 1,181,335; Full time

Benefits offered by this job

Performance Bonus

FREE HMO Upon Start Date

2 FREE Dependents Upon Regularization

Performance Incentives

Monthly Spiffs

Language Premium

Job summary

A publishing solutions company located in Cebu City seeks a Customer Service Representative. This role involves communicating with authors in both Spanish and English, addressing their questions about the book production process, and ensuring a high standard of customer satisfaction. Ideal candidates should have strong problem-solving skills and a bachelor's degree or relevant experience. The position is full-time and on-site with various benefits, including performance incentives and health coverage.

Qualifications

• Excellent verbal and written English communication skills.
• A keen eye for detail and strong organizational skills.
• Entry level to 1-2 years experience in customer service.

Responsibilities

• Perform detailed research into book publishing problems.
• Communicate with authors regarding the book production process.
• Promote customer satisfaction by attending to authors' needs.

Skills

Fluency in Spanish

Fluency in English

Customer Service

Problem Solving

Organizational Skills

Education

Bachelor's degree or relevant experience

Tools

Salesforce

Job description

On-site - Cebu 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus

Government Mandated Benefits

Insurance Health & Wellness

HMO

FREE HMO Upon Start Date + 2 FREE Dependents Upon Regularization

Performance Incentives + Monthly Spiffs + Language Premium

• Performing detailed research into production problems at all stages of book publishing process and providing answers and solutions to authors’ questions
• Communicating with Spanish and English speaking authors via telephone, email, and/or postal mail regarding the status of the book production process
• Answering questions, addressing concerns, and educating authors on the scope of our services as well as design and print standards
• Solving problems by referencing and researching any inconsistencies between layout and printing files, utilizing internal databases, and the electronic and physical submission files
• Saving necessary author and book information into the database, including an author’s contact information, service selections, and special instructions
• Promoting customer satisfaction by taking consistent and positive proactive/reactive steps to attend to an author’s specific needs
• Establishing and maintaining a highly professional and courteous client interaction environment
• Fluency in speaking Spanish and English
• The willingness and ability to work onsite (Cebu IT Park); preferably from Cebu but open to outside Cebu applicants
• A keen eye for detail and strong organizational, time management, and problem solving skills
• The ability to break down complicated process steps into information an author can easily understand
• Excellent verbal and written English communication skills
• A pleasant but firm demeanor, with composure under pressure and the ability to work independently and within a team environment
• Tolerance for low physical mobility, i.e., sitting at a desk for extended periods
• Sufficient manual and digital dexterity to work with a computer, keyboard, mouse, monitor, and phone pad
• A high level of proficiency in English communication skills, both oral and written
• Entry level to 1-2 years experience in customer service
• A bachelor’s degree or college level with relevant experience

English Language; Customer Service; Problem Solving; Salesforce; Organizational Skills; Spanish Speaking

Working Location

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