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Performance Incentives + Monthly Spiffs + Language Premium

Work location: Skyrise 4A, IT Park, Cebu City

Work schedule: Graveyard Shift

• Performing detailed research into production problems at all stages of book publishing process and providing answers and solutions to authors’ questions
• Communicating with Spanish and English speaking authors via telephone, email, and/or postal mail regarding the status of the book production process
• Answering questions, addressing concerns, and educating authors on the scope of our services as well as design and print standards
• Solving problems by referencing and researching any inconsistencies between layout and printing files, utilizing internal databases, and the electronic and physical submission files
• Saving necessary author and book information into the database, including an author’s contact information, service selections, and special instructions
• Promoting customer satisfaction by taking consistent and positive proactive/reactive steps to attend to an author’s specific needs.
• Establishing and maintaining a highly professional and courteous client interaction environment

• Fluency in speaking Spanish and English
• The willingness and ability to work onsite (Cebu IT Park); preferably from Cebu but open to outside Cebu applicants
• A keen eye for detail and strong organizational, time management, and problem solving skills
• The ability to break down complicated process steps into information an author can easily understand
• Excellent verbal and written English communication skills
• A pleasant but firm demeanor, with composure under pressure and the ability to work independently and within a team environment
• Tolerance for low physical mobility, i.e., sitting at a desk for extended periods
• Sufficient manual and digital dexterity to work with a computer, keyboard, mouse, monitor, and phone pad
• A high level of proficiency in English communication skills, both oral and written.
• Entry level to 1-2 years experience in customer service
• A bachelor’s degree or college level with relevant experience