Deskripsi Pekerjaan
Join Reed Elsevier as an Operations Specialist (Customer Service Representative) and become a vital part of our dynamic team in Quezon City. This role is perfect for multi-talented professionals who thrive in fast-paced environments and excel at adapting to evolving business requirements. You'll serve as the primary point of contact for customers, delivering exceptional service while ensuring smooth operational workflows. Your contributions will directly impact customer satisfaction and drive process improvements within our global information solutions organization. Reed Elsevier offers a collaborative culture where your skills in problem-solving and communication are valued, providing clear pathways for professional growth and development.
Tanggung Jawab
- Handle customer inquiries, complaints, and requests via multiple channels (phone, email, chat)
- Process transactions, orders, and service requests with precision and efficiency
- Collaborate with cross-functional teams to resolve complex customer issues
- Document all interactions and maintain accurate customer records in CRM systems
- Identify process improvement opportunities and implement solutions
- Adhere to SLAs and performance metrics while maintaining quality standards
- Provide feedback to management on customer trends and service gaps
Kualifikasi
- High school diploma or equivalent; bachelor's degree preferred
- 1-2 years of customer service or operations experience
- Excellent communication and interpersonal skills in English and Filipino
- Strong problem-solving abilities with attention to detail
- Proficiency in CRM software and Microsoft Office Suite
- Ability to multitask and prioritize in high-pressure environments
- Adaptability to learn new systems and processes quickly