Company Description

Reed Elsevier Philippines, a subsidiary of RELX Group, delivers business-critical services supporting professional information solutions in the science, medical, legal, risk management, and business sectors. Our operations center, located in state-of-the-art facilities in Metro Manila and Iloilo City, supports various RELX business divisions, including Elsevier, LexisNexis Legal & Professional, Reed Exhibitions, LexisNexis Risk, and Reed Business Information. We enable our customers to make better decisions, get better results, and be more productive. Reed Elsevier Philippines is committed to continuous improvement, a unique culture, and providing superior outcomes and exceptional customer experiences.

Role Description

This is a full-time hybrid role for a Customer Support/Ops Coordinator I, based in Iloilo with some work-from-home flexibility. The Customer Support/Ops Coordinator I will handle customer inquiries, resolve issues, manage operational tasks, and ensure customer satisfaction. Responsibilities include coordinating with different teams to deliver services and improve processes, maintaining accurate records, and responding to customer requests in a timely and professional manner.

• Process new order documentation for customers for vital record requests.
• Familiarize tools and references (VPS, Vitalchek Intranet and Vitalchek Website) for each agency being serviced.
• Be knowledgeable on agency specific rules on vital records.
• Navigate for information required by customer with ease.
• Provide correct information and direct customers to correct department / number if needed. Always ensure first contact resolution.
• Accurately input information required on VPS.
• Ensure quality on all images being processed to ensure accuracy.
• Communicate effectively and always ensure customer satisfaction.
• Timely reporting of any technical difficulties, discrepancies or updates to immediate supervisor.
• Be able to meet or exceed all required SLAs.
• Help out in new hire training, if any.

Qualifications:

• Completed 2nd Year College / College Graduate
• 1 Year BPO experience

Please refer to job description.