Customer Service Consultant: Key Accounts
Overview:Complete management of KeyAccounts, FSP Accounts, Advocate Accounts and Advocate Chambers Accounts. Handling a vast range of customer facing duties and undertake to resolve telephonic and e-mail queries,collection of Outstanding Debt, Customer Retention & Upselling of NewProducts. Working under guidance and direction in order to maximisecustomer loyalty and generate revenue. To build strong relationships with customers and to ensure that customer ’s derive optimum value from LN products andservice. To work outside of normal office hours as and when the need arises asa result of operational requirements.
Key Responsibilities:
To act as an ambassador of the company and demonstrate company values. Telephone and written correspondence Etiquette: Deal with customers in a professional manner. First Call Resolution: To effectively resolve customer enquiries on first contact. Take ownership of customers’ requests and liaise with other departments if necessary, to achieve a resolution to the customers’ request within a specified time period. Respond to a range of customer service telephonic and /or Email enquiries Proactively contact customers to ensure the enquiry has completely fulfilled their needs Contribute to the completion of team work load. To identify and suggest improvements to new and existing procedures / systems Service Recovery: To promote benefits of subscriptions to customers and to persuade customers to retain and/or increase subscriptions products. To accurately record each customer interaction via the CRM system. Attend product, technical, People Soft, CRM, procedure training and any other training as arranged from time to time. Stay up to date with relevant product, technical and People Soft and CRM knowledge Perform tasks in an efficient manner and within benchmark timeframes, as determined by the team from time to time. To achieve monthly KPI’s as set out in PDP objectives. To achieve the acceptable customer service satisfaction feedback on queries resolved through the Qualitative Research Assessment & Customer Satisfaction Surveys To promote upselling and cross selling of LexisNexis products thereby contributing to maximizing revenue and profits. To provide first line technical support to the electronic product subscribers. To trouble-shoot errors for the online products. To ensure customer details are regularly updated. To continuously check that customers billing account setup and subscriptions are correct. To provide support to both internal and external customers. To liaise closely with Marketing, Editorial and Sales Department to ensure customer and business requirements are met. To continuously encourage feedback from customers regarding LN products and service so as to identify opportunities for growth in revenue and market share.
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or [email protected].