Job Description:

　　The main task of a HOCS Customer Service Representative I, is to provide multi-skill/function type of support through various communication methods (phone, email and chat). They will assist different customer types who are using online products of Elsevier. The support provided are, but not limited to registration, account management, entitlements, account setup, troubleshooting, authentication and search functions.

　　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.

　　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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .

　　Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

　　RELX is a global provider of information and analytics for professional and business customers across industries.

　　We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

　　In short, we enable our customers to make better decisions, get better results and be more productive.