Answer incoming emails or calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information in a timeous manner. Be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting in processing customer orders received from the sales teams and directly from customers. Be able to set customer debit orders correctly.
Key Accountabilities:
Service Delivery
- 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: T o effectively resolve customer enquires 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 indentify 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.
- To provide technical support to the electronic product subscribers.
- Attend product, technical, training and any other training as arranged from time to time.
- Stay up to date with relevant product, technical
- 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.
Technical Support
- To provide first line technical support to the electronic product subscribers.
- To trouble-shoot errors for the online products.
- To provide technical support to the electronic product subscribers.
Customer Relationship Building
- To ensure customer details are regularly updated.
- To continously check that customers billing account setup and subscriptions are correct.
- To provide support to both internal and external customers.
- To liase closely with Marketing, Editorial, Warehouse and Sales Department to ensure customer and business requirements are met.
- To continously encourage feedback from customers regarding LN products and service so as to identify opportunities for growth in revenue and market share.
Competencies
- Passion for customer service.
- Excellent people skills
- High level of self confidence and commitment
- Creative problem solver
- Works well in teams
- Decisive
- Muti- task and flexible
- Good time managment
- Ability to perform under pressure and work towards deadlines and targets
- Self motivated
- Excellent and Email and telephone ettiquette
- Excellent communication skills (verbal, written and listening) and has the ability to interact with a spectrum of people in various positions.
- Organisational oriantation
- Lateral thinker
- High level of professionalism
- Good vocabulary
- Numerical ability
- High level of accuracy and attention to detail
- Planning and Organising
- Results driven
Qualifications
- Matric
- 1-3 years of experience in a call center environment
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
- Ability to handle stressful situation appropriately
- Computer literacy in MS Office.
- Technical /legal experience would be an advantage.
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 [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.
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