Customer Support Representative

Accountabilities: • The main task of a Customer Support Representative 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 LN Pacific/UK products. The support provided are, but not limited to account management, payment and invoice request and queries, marketing and sales queries, other print products related requests and queries, and market insights inquiries • The secondary task involves the documentation of the conversation between CSR and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through iKnow, Salesforce and/or CSCM • Ensures customers are provided with the requested information • Ensures all customers' claims and queries are satisfactorily investigated and resolved • Initiates the escalation process for unresolved customer problems • Communicates any sales lead or sales issues identified through day-to-day contact with customers to appropriate business contacts • Works within standard operating procedures and/or analytical methods • Works with a moderate degree of supervision • Applies analytical and technical skills to perform a variety of activities • Has good understanding of how the team integrates with others • Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures • Uses communication skills and common courtesy to exchange information Qualifications: Bachelor's Degree in any field or at least 2 years college completed (with no back subjects or incomplete units) At least 2 years BPO/customer service experience in contact center environment or equivalent training Experience in call, chat and email support Excellent written and verbal communication With excellent multi-tasking and customer service skills 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 Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives Willing to work on business unit holidays and/or render overtime when necessary Flexible and can adapt to different business requirements, onsite or hybrid work arrangement and rotating work schedule REPH Employee with minimum of 1-year tenure in the current role. Must not have received any Disciplinary Action within the past 12 months Must not have any Attendance and Punctuality issues in the past 12 months Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months Must have a successful or above rating in the last Enabling Performance cycle. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. 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 or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are 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. USA Job Seekers: EEO Know Your Rights. RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.