日本と海外をつなぐクラウドソーシング

Author Solutions Philippines, Inc.

Check-In Coordinator/ Customer Service Representative

2016/04～ 2018/11

• Performs inbound and outbound calls.
• Manages emails and voicemails to ensure these are returned within 24-48 hours.
• Gathers materials or information from customers or authors necessary for the publication of the project.
• Walks through authors who need assistance in sending their materials.
• Effectively explains the company’s guidelines and standards to every customer to avoid any legal claims in the publication of the projects.
• Ensures that all instructions are accurate before the proofs are made.
• Promotes and supports authors in publishing their books with excellent customer service.
• Handles difficult, escalated and VIP customers/authors.
• De-escalates and pacifies possible customer complaints.
• Oversees and trains new employees to ensure they deliver exceptional customer service and follow the company’s standard operating procedures during production.
• Helps the team in achieving the daily, weekly and monthly targets.