Customer Service Representative (Multichannel Support)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Iloilo City; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary

Career development programs

24 PTO annually

HMO for you and dependents

Day 1 health insurance and life/acc.

Flexible retirement plan

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Customer Support Representative to provide prompt, accurate responses across phone, email, and chat.

You will handle inquiries, resolve issues, and educate customers on products while identifying upselling opportunities to strengthen customer relationships. The role emphasizes collaboration with cross-functional teams, maintaining records, and adhering to policies.

Qualifications

• Bachelor’s degree or 2nd year college completed with no back subjects.
• 2+ years in customer service, preferably in a contact center.
• Experience with voice, email and chat channels.
• Excellent written and verbal communication.
• Ability to learn email correspondence and product details quickly.
• Analytical mindset and adaptability to changing processes.
• Open to enterprise AI tools for workflows.
• Self-motivated, disciplined, and collaborative.
• Comfort working in a fast-paced environment and overtime when needed.
• Strong customer service orientation and multitasking ability.

Responsibilities

• Respond promptly to inquiries via phone, email and chat.
• Resolve complaints with appropriate solutions and follow-up.
• Diagnose and troubleshoot customer issues.
• Escalate unresolved cases to internal teams when needed.
• Maintain detailed records of customer interactions.
• Stay updated on products and policies.
• Educate customers on new products and services.
• Participate in training to refresh knowledge.
• Follow procedures, guidelines, and policies.
• Contribute to team goals and process improvements.
• Identify opportunities to improve procedures and efficiency.
• Ensure data privacy and compliance with company guidelines.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Learning quickly

Team player

Multitasking

Data privacy

AI tools familiarity

Education

Bachelor’s degree or 2nd year college

Tools

MS Excel

MS Word

Job description

The role focuses on delivering exceptional customer support across email, chat, and phone by resolving inquiries and access issues promptly and accurately while maintaining a customer-first approach. It also involves collaborating with teams to improve processes and customer experience, maintaining accurate records, and providing guidance to colleagues. The role requires strong problem-solving, communication, system knowledge, autonomy, and accountability

The Customer Support Representative will be responsible for providing prompt and accurate responses to customer inquiries related to billing, service requests, suggestions, and complaints. They will resolve customer inquiries and complaints fairly and effectively, ensuring customer satisfaction. Additionally, the representative will offer comprehensive information about products and services to customers, identifying and capitalizing on upselling opportunities to maintain and increase income streams from customer relationships.

This role also involves recommending and implementing programs that support customer needs and enhance the overall customer experience. The representative will work closely with other teams to ensure seamless integration and achievement of objectives, recommending changes to improve efficiency and effectiveness of customer support operations. Maintaining detailed records of customer interactions and preparing customer activity reports are also key responsibilities.

The ideal candidate will have specialized skills or be multi-skilled, developed through job-related training and considerable on-the-job experience. They will complete work with a limited degree of supervision, demonstrating a high level of autonomy and accountability. Proficiency in a range of processes, procedures, and systems required to carry out assigned tasks is essential, as is the ability to apply knowledge of team integration to achieve objectives. The representative will provide informal guidance and support to team members, fostering a collaborative and supportive work environment.

The role requires strong problem-solving abilities, with the representative providing solutions to atypical problems based on proven practice or procedures. They will impact on the quality, timeliness, and effectiveness of the team’s work, recommending changes to improve efficiency and customer satisfaction. Strong communication and interpersonal skills are essential, as is the ability to explain job-specific information clearly and concisely.

Functional Accountabilities

• Respond promptly to customer inquiries via phone, email and or chat

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

• Diagnose and troubleshoot customer issues effectively.

• Escalate unresolved issues to appropriate internal teams (e.g., CXC’s, CA’s, AM’s) when necessary.

• Maintain detailed records of customer interactions via OSVC

• Stay updated on product knowledge and company policies

• Educate customers on new products and services

• Participate in training sessions to enhance and refresh product knowledge

• Follow communication procedures, guidelines, and policies

• Contribute to team efforts by accomplishing related results as needed

• Identify and suggest possible improvements on procedures

• Adhere to and ensure compliance with company policies, procedures, and legal guidelines

• Protect customer information confidentiality and ensure data privacy.

Job Specifications

Corporate Values - Advanced

• Passion for Winning

• Boundarylessness

• Customer Focus

• Innovation

• Valuing our People

Corporate Values - Advanced

1. Analytical Skills: Ability to approach a problem by using logical, systematic, sequential approach
2. Judgment & Acumen: Ability to perform with insight, acuteness & intelligence in the industry. Make decisions & act in situations in which there is not enough information to be certain of the outcome/implication of the decision
3. Flexibility & Adaptability: Ability to work effectively in a variety of situations, ability to objectively evaluate situations & understand variety of viewpoints
4. Planning & Organizing: Ability to anticipate the implications & consequences of situations & to take appropriate action to be prepared for possible contingencies

Technical Competencies - Advanced

1. Able to communicate promptly to customer inquiries via phone, email and or chat with excellent customer service skills.
2. Proficient MS Tools, specifically Excel, Word etc.

Qualifications:

• Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)

• At least 2 years customer service in contact center environment; medical or scientific background preferred.

• Experience with voice, emails and chat account is preferred.

• Above average to excellent written and verbal communication

• Experience with email correspondence is preferred.

• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST

• Must ability to work quicky in a fast‑paced environment; work well as a team member and work well independently

• Excellent customer service skills

• Excellent in multi-tasking

• Willing to work on business unit holidays and/or render overtime when necessary

Why join us?

• Competitive salary with annual increase and incentive
• Career Development Programs
• 24 Paid Time-offs annually, 30 Paid Time-offs on the 5th year
• Comprehensive HMO for you and up to 4 Dependents
• Day 1 HMO and Life and Accident Insurance
• Flexible Retirement Plan
• Hybrid Work Set up. IT equipment will be provided.

For your convenience, our entire recruitment process is done virtually.