Customer Service Representative - Cebu City

Author Solutions Philippines Inc.; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

FREE HMO Upon Start Date

2 FREE Dependents Upon Regularization

Performance Incentives

Monthly Spiffs

Job summary

A leading publishing support company in Cebu City is seeking a Customer Service Representative to assist authors throughout the book publishing process. Candidates should have excellent communication skills and at least 2 years of relevant customer service experience. This role emphasizes the ability to solve problems efficiently and maintain a professional client interaction environment. A bachelor's degree is preferred, along with working knowledge of Microsoft Office applications.

Qualifications

• At least 2 years of relevant customer service experience, preferably in payment processing/billing.
• A high level of proficiency in English communication skills, both oral and written.
• Able to handle pressure and work independently or in a team.

Responsibilities

• Perform detailed research into production problems in book publishing.
• Communicate with authors regarding the status of the book production process.
• Solve problems by researching inconsistencies between layout and printing files.

Skills

Attention to detail

Organizational skills

Problem-solving skills

Verbal communication

Written communication

Customer service

Education

Bachelor's degree or college level with relevant experience

Tools

Microsoft Office

Adobe Systems (PageMaker, Photoshop, Acrobat Reader)

Job description

Overview

FREE HMO Upon Start Date + 2 FREE Dependents Upon Regularization

Performance Incentives + Monthly Spiffs

Responsibilities

• Performing detailed research into production problems at all stages of book publishing process and providing answers and solutions to authors’ questions
• Communicating with 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

Qualifications

• 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.
• At least 2 years relevant customer service experience, preferably in payment processing/billing
• A bachelor’s degree or college level with relevant experience
• Working knowledge of Microsoft Office applications (Knowledge of Adobe Systems applications like PageMaker, Photoshop, and Acrobat Reader is preferred but not required.)