Customer Support/Ops Coordinator I

LexisNexis Risk Solutions; Manila; On-site; PHP 357,000 - 536,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking a Customer Support/Ops Coordinator to process vital records requests, ensure accuracy, and provide exceptional service. The role involves navigating VPS, VitalChek intranet, and VitalChek website, ensuring compliance with agency rules, and resolving inquiries at first contact where possible.

The ideal candidate will have a bachelor’s degree or two years of college, 1+ year BPO experience, strong communication skills, and the ability to learn enterprise AI tools to support

Qualifications

• Bachelor's degree holder or 2 years college with no back subjects / incomplete units.
• At least 1 year of BPO experience (voice) or related customer support.
• Experience with chat and email support is a plus.

Responsibilities

• Process customer requests for vital records and payments services.
• Familiarize with VPS, VitalChek intranet and VitalChek website for each agency.
• Provide accurate information and first contact resolution.
• Direct customers to the appropriate department as needed.
• Meet or exceed all required SLAs and maintain call quality.

Skills

Communication skills

AI tools learning

Chat & email support

Education

Bachelor's degree or 2 years college

Tools

Microsoft Office

Job description

The Customer Support/Ops Coordinator is responsible for processing customer requests for vital records while ensuring accuracy, compliance, and exceptional service. This role involves handling new order documentation, navigating internal tools and references (VPS, VitalChek Intranet, and VitalChek Website), and adhering to agency-specific requirements. The coordinator provides timely and accurate information, resolves inquiries at first contact whenever possible, and directs customers to the appropriate department if needed.

Accountabilities

• Process new orders for customers for vital record requests and payment services requests.
• Familiarize tools and references (VPS, Vitalchek Intranet and Vitalchek Website) for each agency being serviced.
• Be knowledgeable on agency specific rules on vital records and payments services.
• Navigate for information required by customer with ease.
• Provide correct information and direct customers to correct department / number if needed.
• Always ensure first contact resolution.
• Accurately input information required on VPS.
• Ensure quality on all calls as per Call Centre monitoring definitions.
• Communicate effectively and always ensure customer satisfaction.
• Timely reporting of any technical difficulties, discrepancies or updates to immediate supervisor.
• Be able to meet or exceed all required SLAs.
• Help out in new hire training, if any.

Qualifications

• Bachelor's degree holder in any field or completed at least 2 years level in college (with no back subjects/incomplete units)
• At least 1 year of BPO experience (under voice account)
• Experience with chat and email support is a plus
• Above average to excellent communication skills
• Fresh graduates can be accommodated depending on behavior and communication skills
• Demonstrated knowledge and proficiency in Microsoft office applications
• No attendance/proximity issues.
• Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
• 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.

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. USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.