Customer Support/ops Coordinator I

7 months ago

Durban, South Africa RELX Full time

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of

RELX

, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role

**Responsibilities**:
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: 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.
- Proactively contact customers to ensure the enquiry has completely fulfilled their needs.
- Contribute to the completion of teamwork 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.
- 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 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, Warehouse 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 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 management
- Ability to perform under pressure and work towards deadlines and targets
- Self-motivated
- Excellent communication skills (verbal, written and listening) and could interact with a spectrum of people in various positions.
- Organisational orientation
- Lateral thinker
- High level of professionalism
- Good vocabulary
- Numerical ability
- High level of accuracy and attention to detail
- Planning and Organising
- Results driven

**Requirements**:

- Matric with 1-3 years of experience in a call centre 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.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

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:

- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the

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