Customer Support/Ops Coordinator I

RELX; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

RELX Manila is seeking a customer support specialist to assist with billing inquiries, service requests, and recommendations. You will resolve queries, guide customers through login issues, and process refunds for subscriptions.

The role requires 1–2 years in BPO/shared services, strong communication, and the ability to work in a fast-paced environment; overtime and holiday shifts may be required.

Qualifications

• Bachelor's degree or 2 years completed in college with no back subjects/incomplete units.
• 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 be able to work quickly in a fast-paced environment; team player and independent worker.
• 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 at RELX Manila site.
• Must be in current role for 1 year.
• Must not have disciplinary actions in past 12 months.
• Must not be enrolled in PIP in past 12 months.
• Must not have attendance/punctuality issues in past 12 months.

Responsibilities

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

Skills

Communication skills

Team player

Independent worker

Fast-paced environment

Education

Bachelor's degree or 2 years completed

Tools

MS Office

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.

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

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