Customer Support Manager, Interaction

2 weeks ago

Johannesburg, Gauteng, South Africa LexisNexis Full time
Join us in shaping a more just world.

About Us

LexisNexis, a part of RELX, is a leading global provider of legal, regulatory, and business information. We help customers increase productivity and improve decision-making and outcomes. Our 10,500 experts and innovative tools help us shape a better world for our customers and communities.

About the Role

The Customer Support (CS) Manager for InterAction, will manage the day-to-day operations of the InterAction Customer Support teams.

The CS Manager will coach, mentor, and lead the team and will be a charismatic individual with a passion for making a difference and influencing change.


Accountabilities:

  • Provides new and existing customers with the best service possible
  • Resolves customer inquiries and complaints fairly and effectively
  • Provides product and service information to customers and identifies revenue growth opportunities to maintain and increase income streams from customer relationships
  • Recommends and implements programs to support customer needs
  • Provides leadership to team leads and/or senior professional staff and has accountability for the performance and results of multiple diverse teams; includes mentoring, coaching, advanced training, and skill development
  • Delivers results through management and contributes primarily by ensuring that operational and functional goals are delivered upon
  • Delivers results in fastchanging businesses and/or regulatory environments
  • Decision making is guided by functional strategy
  • Has accountability for end results, finances/budget and exercises control over resources, planning, and policy formulation
  • Looks beyond existing methodologies and own discipline, using a diverse range of both internal and external sources to define and resolve complex multidimensional problems
  • Guides, persuades, and influences others internally and externally, including senior division executives, vendors, or regulators

Qualifications:

  • Bachelor's degree; or equivalent experience (57+ years) in a Customer Support management role
  • Requires a comprehensive understanding of internal and industry standards and principles within own discipline and requires knowledge of other disciplines
  • Excellent process, technical, and analytical skills
  • Ability to deliver results within defined timeline
  • Detailoriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as needed
  • Maximizes performance by establishing performance goals, coaching performance, providing training, evaluating performance and maintain an atmosphere of continuous improvement. Setting high standards of performance for self and others
  • Develops Organizational Talent by fostering the learning or development of others with an appropriate level of needs analysis.
  • Ability to work nontraditional hours to support a global organization
  • Ability to travel, both domestic and international
Work in a way that works for you

We promote a healthy work/life balance across the organization, with various flexible and remote working options available to employees

Working with Us

LexisNexis Legal & Professional is proud to be an equal-opportunity employer.

We are committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Together, we are building a diverse and inclusive workplace.

Working for you

We believe in a healthy work/life balance. We know that your well-being and happiness are key to a long and successful career.

These are some of the benefits we are delighted to offer:

  • Comprehensive, multicarrier health plan benefits
  • Disability insurance
  • Life and accident insurance
  • Retirement benefits
  • Modern family benefits, including adoption and surrogacy
  • Study leave
About our Team

LexisNexis is a data and analytics company with 10,500 colleagues serving customers in more than 150 countries. We're one of the largest information and analytics companies on the planet. We design solutions that help our customers increase productivity, improve decision-making and outcomes, and be more successful.


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.

We are committed to providing a fair and accessible hiring process.

If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:

, or please contact

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