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.
College graduate preferred but not required, finished at least 2 years in college/associate graduate.
Call center experience of at least 1 year a MUST. Experience in handling customer escalation a plus.
Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently.
Excellent phone etiquette with outstanding Customer Service skills.
Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
Email correspondence experience and business writing skills is a plus.
Demonstrated knowledge and proficiency in Microsoft office applications.
No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
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 [Protected Info] or if you are based in the US you may also contact us on 1.855.833.5120.
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