Customer Success Specialist

4 days ago

Durban, South Africa RELX Full time

Accountabilities:

- Demonstrate sound judgment and initiative to satisfy and support internal customers and stakeholders
- Advocate for change and work cross-functionally to collaborate with teams to implement changes designed to improve the customer experience
- Conduct finance and contracts analysis and operations systems analysis
- Partner with BPS, Technology, and other teams cross-functionally to deliver on the GCS South Africa agile technology queue
- Create system business specification documents
- Perform User Acceptance Testing (UAT) for business system modifications impacting Customer Operations functions
- Serve as a primary contact and expert resource for cross-functional teams and projects, and develop strong relationships with cross-functional team members and stakeholders
- Influence business systems decisions by delivering internal and external customer input and the voice of the customer and proactively assessing business system needs for Customer Operations teams to execute successfully and being these customer requirements to the BPS and technology teams for resolution
- Develop and implement change management plans to deliver on business changes and GCS initiatives, including process and technology improvements
- Provide change management to globally harmonize customer service processes, tools and systems that more efficiently deliver a differentiated customer experience
- Drive ideation and implementation of automation and innovations such as social support, proactive support, chatbots, RPA, AI, and advanced contact center technologies
- Promote the Global Customer Success mission throughout the LN organization

Qualifications:

- Education: Relevant three-year tertiary qualification
- Minimum Years of Professional Experience: 4-6 years
- Outbound and inbound Call Centre experience essential
- Exposure to Call Centre Management Systems and processes in terms of international standards
- Strong process, technical, and analytical skills
- Creative problem-solver who can envision and articulate solutions to complex customer problems and issues
- Familiar with process methodologies such as Lean, Six Sigma, and Agile; certification in one or more of these areas preferred
- Evidence of ability to identify and drive change; Change Management or Project Management certification preferred
- Ability to work independently as well as part of a team
- Experience working in a highly complex matrixed corporate environment is preferred
- Adaptability: Ability to adjust effectively to work within new work structures, processes, and requirements; ability to remain flexible to meet constantly changing and sometimes opposing demands
- Analytical Thinking: Ability to identify issues, to obtain relevant information, relate and compare data from different sources, and identify alternative solutions
- Attention to Detail: Ability to accomplish tasks accurately and completely
- Communication: Ability to convey information verbally to individuals or groups to ensure that they understand the message; ability to deliver presentations suited to the characteristics and needs of the audience
- Facilitation: Ability to use appropriate interaction skills and methods to guide individuals or groups to accomplish objectives; ability to use appropriate interpersonal skills and methods to reduce tension and resolve conflict
- Initiative: Ability to take action to achieve goals beyond what is required; ability to be proactive
- Interpersonal Skills: Ability to develop and maintain effective relationships with others to encourage and support communication and teamwork
- Monitoring Expertise: The ability to demonstrate depth of knowledge and skill in methods and tools used within the company
- Planning and Organizing Work: Ability to develop plans to accomplish tasks and objectives; ability to accomplish work using resources efficiently; ability to follow instructions through a standard work process; ability to monitor or regulate those procedures, tasks, or activities
- Research: Ability to review and study relevant information from various sources to develop actionable information

1.855.833.5120

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