Customer Support/Ops Coordinator I

About the role

We are looking for a Customer Support/Ops Coordinator I to provide excellent service to new and existing customers, handling billing inquiries, service requests, suggestions and complaints. The role involves supporting the Elsevier account and assisting with subscription refunds while identifying upselling opportunities.

Key responsibilities

• Take inbound calls, chat messages and email inquiries from customers.
• Assist with the Elsevier account, including login issues, profile corrections and document editing.
• Process refunds and renewals for subscriptions.
• Address technical concerns such as login problems, password resets and basic troubleshooting.

Required profile

• Bachelor’s degree in any field or at least two years of college coursework completed.
• 1‑2 years of experience in a BPO or shared services environment with call, chat and email support.
• Strong communication skills and ability to work quickly in a fast‑paced, team‑oriented environment.
• Willingness to work on Manila site, including holidays and overtime when needed, and no disciplinary actions in the past 12 months.

Required skills

• Proficiency with MS Office applications.
• Basic troubleshooting of login and password issues.
• Ability to learn and apply enterprise AI tools and technologies.