Customer Support Specialist

Author Solutions Philippines Inc.; Cebu City; On-site; PHP 245,520 - 334,800; Full time

Benefits offered by this job

Health Insurance

On-site work in Cebu IT Park

HMO

Job summary

Author Solutions Philippines Inc. is seeking a Customer Service Representative in Cebu on a hybrid model. The role involves researching production issues, communicating with authors, and educating clients on services, design, and printing standards.

Ideal candidates have 1–3 years of CSR experience, excellent English skills, and the ability to work both independently and in a team. On-site work in Cebu IT Park with a six-month WFH transition is required.

Qualifications

• Attention to detail and strong organizational, time management, and problem solving skills.

Responsibilities

• Research production problems and provide answers to authors’ questions.
• Communicate with authors via phone, email, and mail about production status.
• Answer questions and educate authors on services, design, and print standards.
• Resolve inconsistencies between layout and print files using internal databases.
• Store author and book data into the database with contact details and preferences.
• Promote customer satisfaction with proactive/reactive support.
• Maintain professional, courteous client interactions.

Skills

Attention to detail

Clear communication

English communication

Professional demeanor

Computer skills

Customer service

Education

Bachelor's degree or college level

Tools

MS Office

Adobe Photoshop

Adobe Acrobat

PageMaker

Job description

Hybrid - Cebu 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Government Mandated Benefits

Insurance Health & Wellness

Health Care On-Site, HMO

A day in the life of a Customer Service Representative includes . .

• Performing detailed research into production problems at all stages of book publishing process and providing answers and solutions to authors’ questions
• Communicating with authors via telephone, email, and/or postal mail regarding the status of the book production process
• Answering questions, addressing concerns, and educating authors on the scope of our services as well as design and print standards
• Solving problems by referencing and researching any inconsistencies between layout and printing files, utilizing internal databases, and the electronic and physical submission files
• Saving necessary author and book information into the database, including an author’s contact information, service selections, and special instructions
• Promoting customer satisfaction by taking consistent and positive proactive/reactive steps to attend to an author’s specific needs.
• Establishing and maintaining a highly professional and courteous client interaction environment

This job is perfect for you if you have . .

• A keen eye for detail and strong organizational, time management, and problem solving skills
• The ability to break down complicated process steps into information an author can easily understand
• Excellent verbal and written English communication skills
• A pleasant but firm demeanor, with composure under pressure and the ability to work independently and within a team environment
• Tolerance for low physical mobility, i.e., sitting at a desk for extended periods
• Sufficient manual and digital dexterity to work with a computer, keyboard, mouse, monitor, and phone pad
• A high level of proficiency in English communication skills, both oral and written.
• Entry level to 1-2 years experience in customer service
• A bachelor’s degree or college level with relevant experience
• Working knowledge of Microsoft Office applications (Knowledge of Adobe Systems applications like PageMaker, Photoshop, and Acrobat Reader is preferred but not required.)
• The willingness and ability to work onsite (Cebu IT Park) and in a graveyard schedule for 6 months before WFH

ASPI HR

HR Manager Author Solutions Philippines Inc.