Customer Support Representative

Relx Plc; Manila; Hybrid; PHP 268,000 - 469,000; Full time

Job summary

Relx Plc in Manila is seeking a Customer Support Representative to maintain excellent customer experience across phone, chat and email channels. You will handle orders, agreements and requests within agreed turn-around times and quality standards.

You will develop deep process knowledge, perform RCA for escalations with CAPAs, and participate in UATs and quality audits as needed. The role requires teamwork, flexibility and a proactive approach to changing business priorities.

Responsibilities

• Maintain customer experience at all times.
• Respond to queries via phone, chat and email using Best Practice guidelines.
• Process orders/agreements/emails within the agreed Turn-Around Time (TAT).
• Adhere to SOPs/training modules and develop in-depth process knowledge.
• Perform RCA (Root Cause Analysis) for escalations with CAPAs.
• Support UATs and quality audits as required.
• Collaborate with team to meet departmental objectives and share knowledge.
• Demonstrate flexibility to changing business priorities and learn enterprise AI tools.

Job description

## Customer Support RepresentativeApply: Manila: Full time: Posted Today: R118492**Job Description**• Maintain Customer experience at all times • Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality. • Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines. • Adhering to Business/Process requirements as per SOP/Training Module. • Develop in-depth knowledge of their process/business • Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs • Understand and have end to end process knowledge for the process • Ensure all assigned application UATs are completed within schedule • Ensure Quality Audited whenever required for the team • Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. • Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities. • Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,• Identify and escalate recurring or consistent problems with system functionality and process. • Contribute ideas to the improvement of Process. • Is able to effectively identify and analyze problems and propose solutions.• Actively seek opportunities for personal development including progression across the wider department. • Be open in communication and react constructively to feedback to improve your performance• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.