Customer Support Representative

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 391,000 - 580,000; Full time

Job summary

LexisNexis Risk Solutions in Manila is seeking a customer service professional to maintain a positive customer experience across phone, chat and email channels. You will follow Best Practice guidelines, handle escalations with RCA and CAPAs, and learn end-to-end processes to support diverse inquiries.

The role requires 1–2 years BPO experience, fast learning, and ability to work in a fast-paced environment at the REPH Manila site; overtime may be needed.

Qualifications

• Bachelor's degree or at least 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
• Must be able to work quickly in a fast-paced environment; teamwork and independence
• 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

Responsibilities

• Maintain Customer experience at all times
• 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
• 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 escalation 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.

Skills

Communication skills

Customer service

Team player

Fast learner

MS Office

Fast-paced environment

AI tools

Learn enterprise tools

Education

Bachelor's degree or 2 years college with no back subjects

Tools

MS Office

Job description

Responsibilities

• Maintain Customer experience at all times


• 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


• 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 escalation 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.

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

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. 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.