Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.

Accountabilities

Take calls, chat, and receive concern via emails
Will handle the Elsevier account – assists with logins, profile corrections, editing documents
Assist with refunds for subscriptions, renewals
Technical concerns – login, passwords, basic troubleshooting skills

Qualifications

Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
At least 1-2 years BPO/shared service or relevant experience
Experience with calls, chat and email support
Above average to excellent communication skills
Basic knowledge of computer applications and MS Office applications
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
Willing to work on business unit holidays and/or render overtime when necessary
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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

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Customer Support/Ops Coordinator I