Hybrid CS Associate | Data-Driven Support & Ops

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Metro Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work setup (home + onsite)

24 annual PTOs

HMO coverage from day 1

Life and accident insurance

Merit increases & commission plan

Flexible retirement plan

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a CSA I to handle foundational customer success tasks across Tier 1–3 accounts.

You will manage internal requests, schedule meetings, process orders and course enrollments, and maintain data accuracy in Salesforce and internal systems. The role supports proactive outreach, documents processes, and serves as a single point of contact for internal and external clients, ensuring alignment across functions and solutions.

Qualifications

• Bachelor's degree or 2 years college with no incomplete subjects.
• At least 2 years in email management, customer service, order processing, or collections.
• Excellent written and verbal communication; strong presentation skills.
• Proficient in Word, Excel and PowerPoint.
• Familiar with CRM tools such as Salesforce.
• Willing to work night shift or flexible schedule.
• Ability to learn enterprise AI tools to support workflows and business objectives.

Responsibilities

• Handle Salesforce queues, process Compass/LR forms, and record activities in internal systems.
• Maintain daily account and customer maintenance, including Tier 3 emails and outreach.
• Ensure data integrity across reporting systems for key metrics tracking.
• Support initiatives such as customer journey enhancements, account maintenance, and usage monitoring.
• Coordinate and schedule meetings for Customer Success Managers; back-office support for sales team.
• Collaborate with onshore/offshore teams (IT, HR, Finance) to improve processes and efficiency.
• Document and maintain operations workflows, flyers, desk copies, coding, access, enrollments, and other processes.
• Contribute to process improvements and provide guidance on tasks aligned with objectives.
• Perform other duties as assigned.

Skills

Communication

Presentation skills

Learning agility

Night shift

Education

Bachelor's degree or 2 years college

Tools

Salesforce

Microsoft Excel

PowerPoint

Microsoft Word

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a CSA I to handle foundational customer success tasks across Tier 1–3 accounts.

You will manage internal requests, schedule meetings, process orders and course enrollments, and maintain data accuracy in Salesforce and internal systems. The role supports proactive outreach, documents processes, and serves as a single point of contact for internal and external clients, ensuring alignment across functions and solutions.