Customer Support/Ops Coordinator I

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.

• 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
• Deliver exceptional customer support through email, chat, and phone channels, ensuring a professional and positive customer experience.
• Meet or exceed established Customer Satisfaction (CSAT) targets by providing accurate, timely, and customer-focused resolutions.
• Achieve agreed Turnaround Time (TAT) objectives by responding to and resolving customer inquiries within defined service level agreements (SLAs).
• Maintain strong performance against Time to Initial Response (TIR) targets, ensuring prompt acknowledgment and engagement with customer requests.
• Manage customer cases from initial contact through resolution, maintaining ownership and providing proactive updates throughout the support journey.
• Investigate and resolve customer claims, inquiries, and technical issues efficiently while ensuring high-quality service delivery.
• Facilitate account management requests, including user access provisioning, password assistance, product entitlement updates, and account maintenance.
• Process trial access requests and product-related inquiries accurately and within established turnaround times.
• Generate and provide user reports, access reports, and other customer-related information as required.
• Identify, document, and appropriately manage customer escalations, ensuring timely routing to the correct support, technical, or business teams and proactive follow-up until resolution.
• Minimize avoidable escalations through effective troubleshooting, customer communication, and ownership of customer concerns.
• Maintain accurate documentation of customer interactions, resolutions, and escalation activities within designated systems.
• Collaborate effectively with Sales, Customer Success, Product, and technical teams to deliver seamless customer support and issue resolution.
• Continuously identify opportunities to improve customer experience, operational efficiency, and support processes.
• Maintain required product knowledge, certifications, and training to effectively support Clinical Solutions products and services.

• 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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