Job Description

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Customer Service Representative

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Paranaque City, Paranaque, National Capital Region, Philippines (SPH1)

Department
Customer Service
Job Posted On
02-06-2026 10:31:53
Employee Type
Project Based
Experience range (Years)
0 - 0

Job Title: Customer Service Representative – Scopus Content

Job Summary

We are seeking a detail-oriented Customer Service Representative for the Scopus Content team. In this role, you will manage the end-to-end resolution of data issues (Missing Content and Data Corrections) and 1st Line Support (1LS) queries for Standard, Priority, and Premium customer tiers while maintaining a strict 21-day resolution SLA.

Key Responsibilities

  • Case Management: Handle end-to-end resolution of data corrections and missing content queries.

  • SLA Compliance: Ensure all assigned cases are resolved within the strict 21-day Service Level Agreement.

  • Content Validation: Validate customer-reported content against established coverage policies.

  • Customer Support: Provide exceptional support across various customer tiers using CRM databases.

Requirements & Qualifications

Minimum Qualifications:

  • Communication: Excellent English oral and written communication skills, with a strong emphasis on professional business writing.

  • Technical Skills: Computer proficiency (MS Office, internet navigation) and the ability to conduct efficient web research across multiple sites.

  • Soft Skills: Strong organizational, problem-solving, and time-management skills.

Preferred Qualifications:

  • Prior experience in a customer service environment.

  • Experience with Oracle Service Cloud or similar CRM platforms.

  • Ability to accurately assess case sensitivity and effectively prioritize complex escalations.

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