EBSCO International is the international operations group of EBSCO Information Services (EIS).  EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

The Senior Account Executive role is to provide timely and high-quality service to EBSCO’s customers, promoting EBSCO as a premium service provider. To ensure that customer’s orders are accurate, and that there is continuity in service and transparency around the customers subscribed products. Provide support to the Regional Sales Manager in identifying new sales opportunities, following up on orders and performing product presentations.

This position works from a home office and will be based in the Philippines.

Functions of this role:

• To resolve assigned customer support queries to EBSCO’s standard this includes however is not limited to missing issue claims, JETS fulfillment queries, publisher claim replies, order payment follow up, online access activation, resolve reported access issues, licensing questions and usage statistics requests.
• Prepare quotations in a timely manner.
• Assist with the preparation of bid documents, attend bid briefing sessions and manage local agents and publishers as assigned.
• Assist with order entry, invoice generation and payment follow up with customers.
• Work with the Regional Sales Manager to promote journal subscription within the local territory and seek opportunities to foster new business.
• Adhere to EBSCO processes and escalate customer support matters as required to the Customer Service Manager.
• To promote a positive, customer focused services environment.
• Provide support to the Customer Service Manager.

Required qualifications/experience:

• Experience in a multi-channel customer service environment.
• Computer proficiency using a variety of systems and technology tools.
• Customer focused and motivated to deliver excellent service.
• Excellent written and verbal communication skills in English and Filipino is essential.
• Well-developed interpersonal skills with the ability to relate to a diverse range of customers.
• A team player.
• Comfortable working remotely.
• The ability to work flexibly and have strong organisational and time management skills.
• Ability to commute within the Philippines.
• A qualification in Library and Information Science will be advantageous.
• Previous experience in a similar position or organisation will be highly regarded.

The position is a stimulating and engaging role that will use your qualifications customer service and if applicable library knowledge.

Remuneration package will be commensurate with experience.

This position is open to candidates that have the ability to work in the Philippines.

Please provide a cover letter (addressing your suitability for the role) and resume.