Multichannel Customer Support Specialist (AI Tools)

LexisNexis Risk Solutions; 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

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.