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Customer Support Representative

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Manila
  • Quick Apply

AI generated summary

  • You should have strong communication skills, 2 years BPO experience, customer service background, problem-solving abilities, CRM familiarity, and a bachelor's degree. B2B/B2C experience is preferred.
  • You will assist customers with subscription renewals, resolve billing issues, process sales orders, clarify information, gather feedback, escalate complex problems, and maintain accurate records.

Requirements

  • Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner
  • Previous experience in customer service, technical support, or subscription management is preferred
  • Excellent problem-solving skills with a proactive approach to resolving customer issues.
  • Ability to handle multiple inquiries and prioritize tasks effectively
  • Ability to handle standard sales processes with confidence and attention to detail
  • Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
  • A customer-first mindset, with a high level of empathy and patience
  • Bachelor’s degree
  • 2 years BPO experience
  • Excellent communication skills (Verbal and Written)
  • Experience with customer facing customer service
  • Proficient in Microsoft Tool
  • Experience with CRM Tool (e.g Salesforce) is preferred
  • B2B/B2C experience is preferred

Responsibilities

  • Customer Assistance: Act as the first point of contact for customers during the subscription renewal period, responding promptly to inquiries via email, phone, and chat
  • Issue Resolution: Handle and resolve any issues related to billing, account access, and subscription management, ensuring customer satisfaction
  • Sales order processing: Handle basic sales order processing where required if the renewal needs updating or updated paperwork such as new order forms or re-issuing opportunities
  • Information Clarification: Provide clear and concise explanations regarding subscription terms, pricing, and product or service changes. This includes educating customers on the benefits of renewing their subscription, any new features or updates, and other relevant information
  • Feedback Collection: Gather customer feedback and suggestions to improve the subscription renewal process and customer experience
  • Escalation Management: Identify and escalate complex issues to the appropriate departments (e.g., billing, technical support, or training teams) when necessary
  • Documentation: Maintain accurate and up-to-date records of customer interactions, ensuring all queries are tracked and resolved efficiently

FAQs

What is the primary role of a Customer Support Representative in this position?

The primary role is to act as the first point of contact for customers during the subscription renewal period, assisting them with inquiries and resolving issues related to billing, account access, and subscription management.

What skills are required for this Customer Support Representative position?

Required skills include strong verbal and written communication, excellent problem-solving abilities, effective multitasking, attention to detail in standard sales processes, familiarity with CRM systems, and a customer-first mindset with empathy.

What qualifications are necessary for this role?

Candidates should have a Bachelor's degree, a minimum of 2 years of BPO experience, excellent communication skills, experience in customer-facing roles, proficiency in Microsoft tools, familiarity with CRM tools like Salesforce, and preferably B2B/B2C experience.

How does this role contribute to customer satisfaction?

This role contributes to customer satisfaction by promptly handling inquiries, resolving issues effectively, clarifying subscription details, gathering customer feedback, and maintaining accurate records of customer interactions.

Is experience in subscription management important for this position?

Yes, previous experience in customer service, technical support, or subscription management is preferred for this position.

What tools will I be expected to use in this role?

You will be expected to use Microsoft tools and CRM systems, such as Salesforce, to assist customers and manage interactions.

Can you explain the escalation process for complex issues?

Complex issues will be identified and escalated to the appropriate departments, such as billing, technical support, or training teams, to ensure they are resolved efficiently.

What is the work environment like for a Customer Support Representative?

The work environment can vary, but it typically involves interacting with customers through email, phone, and chat, requiring strong communication and customer service skills.

Does LexisNexis offer any accommodations for applicants with disabilities?

Yes, LexisNexis is committed to providing a fair and accessible hiring process and offers accommodations for applicants with disabilities. They can complete the Applicant Request Support Form or contact the designated support line if needed.

What is the company's stance on equal opportunity employment?

LexisNexis is an equal opportunity employer, treating all qualified applicants without regard to any characteristic protected by law, and is committed to a fair and accessible hiring process.

A global provider of information-based analytics for professional and business customers across industries.

Technology
Industry
10,001+
Employees
1880
Founded Year

Mission & Purpose

RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions. Please note that RELX does not contact people through social media and offer them jobs or contracts. Please contact your local law enforcement agency if you have been victimized by a scammer. For careers, access https://www.relx.com/careers/why-relx