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 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
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
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
Excellent written and verbal communication
Excellent customer service skills
Excellent in multi-tasking
Bachelor's degree in a customer service field or equivalent experience
At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
Willing to work on business unit holidays and/or render overtime when necessary
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must not have any Attendance and Punctuality issues in the past 12 months
