RefCheck Consultant
Purpose of the role: Responsible for handling a vast range of clerical and customer facing duties and undertake to resolve fax, postal, Telephonic and e-mail queries, working under guidance and direction in order to Maximise customer loyalty and generate revenue. To build strong relationships with customers and to ensure that customer derive optimum value from LN products and service. To work outside of normal office hours as and when the need arises as a result of operational requirementsKey Accountabilities: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 needsContribute to the completion of team work loadTo identify and suggest improvements to new and existing procedures / systemService 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 systemTo provide technical support to the electronic product subscribersAttend product, technical, Bookmaster, procedure training and any other training as arranged from time to time.Stay up to date with relevant product, technical and Bookmaster knowledgePerform 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 objectivesTo achieve the acceptable customer service satisfaction feedback on queries resolved through the Qualitative Research AssessmentTo promote upselling and cross selling of LexisNexis products thereby contributing to maximizing revenue and profitsTechnical SupportTo provide first line technical support to the electronic product subscribersTo trouble-shoot errors for the online and cd/dvd-rom productsTo provide technical support to the electronic product subscribersCustomer Relationship BuildingTo 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 customersTo 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.Competencies:Passion for customer serviceExcellent people skillsHigh level of self confidence and commitmentCreative problem solverTeam playerDecisive and flexibleAbility to multi-task Good time managementAbility to perform under pressure and work towards deadlines and targetsSelf-motivatedExcellent and Email telephone etiquette Excellent communication skills (verbal and written) and has the ability to interact with a spectrum of people in various positionsOrganisational orientationLateral thinkerHigh level of professionalismGood vocabularyGood numerical abilityHigh level of accuracy and attention to detailPlanning and OrganisingSelling SkillsResults drivenMinimum Requirements:MatricRelevant tertiary qualification (Technical) would be an added advantageProficient in MS OfficeMinimum two years? experience in a customer facing, call centre and admin environmentTechnical / legal experience would be an advantage
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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].