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Customer Support For Mendeley - 1

Provide efficient support to resolve customer billing and service issues
Iloilo, Philippines
Junior
yesterday
RELX

RELX

A global provider of information-based analytics and decision tools for professional and business customers.

Customer Support Representative

Respond promptly to customer inquiries via phone, email, and chat.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

Diagnose and troubleshoot customer issues effectively.

Escalate unresolved issues to appropriate internal teams (e.g., CXC's, CA's, AM's) when necessary.

Maintain detailed records of customer interactions via OSVC.

Stay updated on product knowledge and company policies.

Educate customers on new products and services.

Participate in training sessions to enhance and refresh product knowledge.

Follow communication procedures, guidelines, and policies.

Contribute to team efforts by accomplishing related results as needed.

Identify and suggest possible improvements on procedures.

Adhere to and ensure compliance with company policies, procedures, and legal guidelines.

Protect customer information confidentiality and ensure data privacy.

Qualifications:

  • Bachelor's degree holder
  • With at least 2 years of BPO experience
  • Experience in handling billing inquiries, service requests, suggestions, and complaints

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Customer Support For Mendeley - 1
Iloilo, Philippines
Support
About RELX
A global provider of information-based analytics and decision tools for professional and business customers.