Customer Solutions Specialist

relx; Iloilo City; On-site; PHP 240,000 - 360,000; Full time

Job summary

RELX Iloilo is seeking a customer support specialist to assist customers with billing inquiries, service requests, and complaints, delivering fair resolutions.

You will provide product information, identify upsell opportunities, and follow set procedures while adapting to changing tasks. This role may require overtime and works at the REPH Iloilo site.

Qualifications

• At least a Bachelor's degree or equivalent, or two years of college with no back subjects.
• 1+ year in customer service in a contact center or similar training.
• Strong written and verbal communication skills.
• Experience with voice, email, and chat support is preferred.
• Ability to learn processes quickly and adapt to changing tasks.

Responsibilities

• Handle billing inquiries, service requests, and customer complaints with fair resolution.
• Provide product information and identify upsell opportunities.
• Follow established instructions and procedures to complete work.
• Collaborate with team and work independently when needed.
• Be amenable to working at REPH Iloilo site and potentially overtime.

Skills

Communication skills

Analytical thinking

Team collaboration

Ability to follow SOPs

Multitasking

Education

Bachelor's degree or equivalent

Tools

Enterprise AI tools

Job description

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively.

Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.

Amenable to work in REPH Iloilo site.

Qualifications

• Preferably Bachelor's degree or equivalent in any field, or at least 2 years completed college (with no back subjects/incomplete units)
• At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
• Above average to Excellent communication skills
• Experience with voice, emails and chat account is preferred.
• Excellent written and verbal communication skills
• 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
• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
• Willing to work on business unit holidays and/or render overtime when necessary
• Open to fresh graduates with good written and communication skills
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• REPH Employee with minimum of 1-year tenure in the current role.
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle

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

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.

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.

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