Customer Services Consultant

2 weeks ago

Durban, South Africa RELX Full time

Key Accountabilities:
Service Delivery
- 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’ requests within a specified time period.
- Proactively contact customers to ensure the inquiry has completely fulfilled their needs.
- Contribute to the completion of team workload.
- Identify and suggest improvements to new and existing procedures/systems
- Service Recovery: promote the benefits of subscriptions to customers and to persuade customers to retain and/or increase subscriptions products.
- Accurately record each customer interaction via the CRM system.
- 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 the relevant product, technical requirements or changes.
- Perform tasks in an efficient manner and within benchmark timeframes, as determined for the team from time to time.
- Achieve monthly KPIs as set out in PDP objectives.
- Achieve acceptable customer service satisfaction feedback on queries resolved through the Quality Assessment.
- Liaise closely with Marketing, Editorial, Warehouse, and Sales Department to ensure customer and business requirements are met.
- Continuously encourage feedback from customers regarding LN products and services so as to identify opportunities for growth in revenue and market share.

Technical Support
- Provide first-line technical support to electronic product subscribers.
- Troubleshoot errors for online products.
- Provide technical support to electronic product subscribers.

Competencies:

- Passion for customer service.
- High level of accuracy and attention to detail
- Excellent people skills
- Creative problem solver
- Works well in teams
- Multi-task and flexible
- Good time management
- Ability to perform well 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.
- High level of professionalism
- Numerical ability
- Planning and Organising skills
- Results-driven

**Qualifications**:

- Matric
- 1-3 years of experience in a customer service environment
- Experience delivering frontline customer service.
- Experience in second or third-tier customer service positions (preferable).
- Ability to analyze and identify improvements in service systems.
- Experience in managing cross-team projects to completion.
- Computer literacy MS Office Suite
- PeopleSoft and Oracle CRM knowledge advantageous
- Technical /legal experience would be an advantage.

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