Customer Service Consultant

2 days ago


Durban, South Africa LexisNexis Full time

Role Description

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: To 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.
- 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 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.

1.855.833.5120
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