Job Information
RELX INC Customer Support/Ops Consultant in Johannesburg, South Africa
About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (https://www.relx.com/) , 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
As a Customer Service Representative, you will provide professional assistance, manage orders, resolve complaints, troubleshoot issues, and promote product subscriptions. Answer incoming emails or calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information in a timeous manner. Be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting in processing customer orders received from the sales teams and directly from customers. Be able to set customer debit orders correctly.
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.
Respond to a range of customer service telephonic and /or Email enquiries.
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 and Email and telephone etiquette
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 company was the first to bring legal and business information online with its Lexis® and Nexis® services.
LexisNexis, a division of RELX, 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .
RELX is a global provider of information and analytics for professional and business customers across industries.
We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.
In short, we enable our customers to make better decisions, get better results and be more productive.