1. Service Recovery: To promote benefits of subscriptions to customers and to persuade customers to retain and/or increase subscriptions products.
2. To accurately record each customer interaction via the CRM system.
3. Attend product, technical, People Soft, CRM, procedure training and any other training as arranged from time to time.
4. Stay up to date with relevant product, technical and People Soft and CRM knowledge
5. Perform tasks in an efficient manner and within benchmark timeframes, as determined by the team from time to time.
6. To achieve monthly KPI’s as set out in PDP objectives.
7. To achieve the acceptable customer service satisfaction feedback on queries resolved through the Qualitative Research Assessment & Customer Satisfaction Surveys
8. Promote upselling and cross selling of LexisNexis products thereby contributing to maximizing revenue and profits.
9. Provide first line technical support to the electronic product subscribers.
10. Trouble-shoot errors for the online products.
11. Ensure customer details are regularly updated.
12. Continuously check that customers billing account setup and subscriptions are correct.
13. To provide support to both internal and external customers.
14. Liase closely with Marketing, Editorial and Sales Department to ensure customer and business requirements are met.
15. Conduct Interviews
16. Coaching, Mentoring, Counselling and Discipline of staff
– Customer Journey Mapping – ability to employ data and research to create Customer Journey
– Maps that help stakeholders “see” where the gaps and opportunities are to increase success
– System Thinker – able to see the big picture as well as the details
– Practices flexibility and a willingness to restate or reconsider points of view
– Communicates and collaborates well within and across organizational level
– Has exceptional problem solving-skills
– Delegates effectively
– Negotiates well for mutually beneficial outcomes
– Resolves conflict
– Proven track record driving positive change in a complex environment
– Builds relationships
Experience and Qualifications:
1. Highly developed written and verbal communication skills
2. Strong detail orientation and ability to follow defined processes
3. Ability to use Microsoft Office applications (including Word, Excel, PowerPoint and Outlook)
4. Experience with CRM systems and Lexis Advance products a plus
5. Previous experience working with customers in B2C or B2B environment is preferred.
6. Strong Critical thinking and problem-solving skills
7. Excellent interpersonal skills and an ability to adapt to the situation
8. Keen problem solving & a commitment to providing resolution to customer issues on the first pass.
9. Dedication to meeting the expectations and requirements of customers and ability to gain the trust and respect of the customer.
10. Highly motivated to work as a team player and perform as an individual contributor
11. Experience working in a highly complex matrixed corporate environment is prefer
12. Comfortable speaking in front of a team and presenting
Relationships :
– LNSA Exco
– LN Global
– LNSA Management
– External Service Providers
– Customer Complaints & Escalations
– Business Information Systems
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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