Education Platform Customer Support Specialist (Hybrid)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Quezon City; Hybrid; PHP 391,000 - 558,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. in Manila is seeking a customer support specialist to handle billing inquiries, service requests, and general product information. You will resolve issues via email, phone and live chat and identify upsell opportunities to strengthen customer relationships.

The role requires teamwork and the ability to work in a fast-paced environment. We offer a hybrid work setup with IT equipment provided and a clear path for career development.

Qualifications

• Bachelor's degree or completed at least 2 years of college.
• At least 2 years BPO/shared service or customer-facing experience.
• Experience handling calls, chats and email support.
• Above average verbal and written communication skills.
• Basic knowledge of computer applications and MS Office.

Responsibilities

• Respond to customer inquiries via email, telephone, and live chat.
• Provide prompt, accurate, and professional assistance to customers.
• Handle product, subscription, access, account, billing, and technical support inquiries.
• Investigate customer concerns and provide appropriate resolutions.
• Escalate complex issues to specialized support teams when required.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Create, update, and document customer interactions within ticketing systems.
• Track and manage support cases through resolution.

Skills

Customer support

Email handling

Chat support

Verbal communication

Written communication

Teamwork

Problem solving

Education

Bachelor's degree

2 years college completed

Tools

Ticketing systems

AI tools

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. in Manila is seeking a customer support specialist to handle billing inquiries, service requests, and general product information. You will resolve issues via email, phone and live chat and identify upsell opportunities to strengthen customer relationships.

The role requires teamwork and the ability to work in a fast-paced environment. We offer a hybrid work setup with IT equipment provided and a clear path for career development.