Hybrid Customer Support Specialist & Problem Solver

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Iloilo City; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary

Career development programs

24 PTO annually

HMO for you and dependents

Day 1 health insurance and life/acc.

Flexible retirement plan

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Customer Support Representative to provide prompt, accurate responses across phone, email, and chat.

You will handle inquiries, resolve issues, and educate customers on products while identifying upselling opportunities to strengthen customer relationships. The role emphasizes collaboration with cross-functional teams, maintaining records, and adhering to policies.

Qualifications

• Bachelor’s degree or 2nd year college completed with no back subjects.
• 2+ years in customer service, preferably in a contact center.
• Experience with voice, email and chat channels.
• Excellent written and verbal communication.
• Ability to learn email correspondence and product details quickly.
• Analytical mindset and adaptability to changing processes.
• Open to enterprise AI tools for workflows.
• Self-motivated, disciplined, and collaborative.
• Comfort working in a fast-paced environment and overtime when needed.
• Strong customer service orientation and multitasking ability.

Responsibilities

• Respond promptly to inquiries via phone, email and chat.
• Resolve complaints with appropriate solutions and follow-up.
• Diagnose and troubleshoot customer issues.
• Escalate unresolved cases to internal teams when needed.
• Maintain detailed records of customer interactions.
• Stay updated on products and policies.
• Educate customers on new products and services.
• Participate in training to refresh knowledge.
• Follow procedures, guidelines, and policies.
• Contribute to team goals and process improvements.
• Identify opportunities to improve procedures and efficiency.
• Ensure data privacy and compliance with company guidelines.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Learning quickly

Team player

Multitasking

Data privacy

AI tools familiarity

Education

Bachelor’s degree or 2nd year college

Tools

MS Excel

MS Word

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Customer Support Representative to provide prompt, accurate responses across phone, email, and chat.

You will handle inquiries, resolve issues, and educate customers on products while identifying upselling opportunities to strengthen customer relationships. The role emphasizes collaboration with cross-functional teams, maintaining records, and adhering to policies.