Customer Support/Ops Coordinator I

Hammerjack Pty Ltd; Philippines; On-site; PHP 223,000 - 391,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a customer support professional in the Philippines to handle calls, chat, and email inquiries, including managing the Elsevier account, login assistance, and profile corrections.

The role requires 1–2 years in BPO/shared services, strong communication, and the ability to learn AI tools for technical workflows. On-site work in REPH Manila is expected, with potential overtime and holidays as needed.

Qualifications

• Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• At least 1-2 years BPO/shared service or relevant experience
• Experience with calls, chat and email support
• Above average to excellent communication skills
• Basic knowledge of computer applications and MS Office applications
• 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
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Amenable to work in REPH Manila site
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

Responsibilities

• Take calls, chat, and receive concern via emails
• Will handle the Elsevier account – assists with logins, profile corrections, editing documents
• Assist with refunds for subscriptions, renewals
• Technical concerns – login, passwords, basic troubleshooting skills

Skills

Communication skills

Customer service

Call handling

Chat support

Email support

MS Office

Fast-paced environment

Teamwork

Learning AI tools

Education

Bachelor's degree or 2 years college

Tools

MS Office

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.

Accountabilities

• Take calls, chat, and receive concern via emails
• Will handle the Elsevier account – assists with logins, profile corrections, editing documents
• Assist with refunds for subscriptions, renewals
• Technical concerns – login, passwords, basic troubleshooting skills

Qualifications

• Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• At least 1-2 years BPO/shared service or relevant experience
• Experience with calls, chat and email support
• Above average to excellent communication skills
• Basic knowledge of computer applications and MS Office applications
• 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
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Amenable to work in REPH Manila site
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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