Customer support representativeRelx Group

The secondary tasks involved the documentation of the conversation between CSR I and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through RightNow tool
In line with the responsibility of keeping with Reed Elsevier Philippines core values and competencies, the CSR I develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance. CSR I performing at this level is required to undergo training and certification to fulfill their daily responsibilities and deliver excellent customer service.
To ensure customers are provided with the requested information including production description and services options, availability and ordering procedures.
To provide technical expertise for electronic products and solutions multiple channels. Resolve basic technical problems and refer more complex problems to 2nd line support/product specialists.
Provide general helpdesk support including resetting passwords, creating remote ID's and update IP address, usage reporting and assisting with searches.
Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools
Ensure all customers' claims and queries are satisfactorily investigated and resolved - including missing content, incomplete issues and/or pages.
Collaborate with relevant departments within the company to meet company objectives and resolve customers' issues.
Coordinate with second line support and product team for matters requiring escalation prior to providing a reply to customer's enquiries and requests.
Communicate any sales lead or sales issues identified through day to day contact with customers to appropriate business contacts.
Follow up with customers, provide feedback and see problems through to resolution
Recommended work flow modifications or improvement as deemed necessary to improve processes
Provide feedback to product managers/team or others for product development ideas.
Qualifications:
Bachelor's Degree Holder
Advance Written and Oral communication skills
At least 2 years of customer service experience
Must be computer literate and possess basic / advanced knowledge of PC concepts and Internet functionality
Ability to approach a problem by using logical, systematic, sequential approach.
Ability to perform with insight, acuteness, & intelligence in the industry. Make decisions & act in situations in which there is not enough information to be certain of outcome/implications of the decision.
Flexibility & Adaptability. Ability to work effectively in a variety of situations, ability to objectively evaluate situations & understand variety of viewpoints.
Planning & Organizing. Ability to anticipate the implications & consequences of situations & to take appropriate action to be prepared for possible contingencies.
Must have no corrective action for the past 12 months (1 year), no attendance and performance issues
Must have not received any Disciplinary Action within the past 1 year
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or
**************@relx.com.
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