Customer Support Executive

About the role

This Position will be responsible for providing customer support account to our customers through multiple channels including chat, phone and email. The support varies through account queries, technical and training product support, connecting customers to other LN staff and many other enquires throughout the customer lifecycle. The aim is to resolve as many queries upon first contact as possible, enabling customers to continue leveraging our services to drive their day to day work.

Duties and Responsibilities

Customer Support

• Handling and resolving customer queries in line with key metrics
• Ensure enquiries are handled effectively and meeting quality expectations.
• Good communication, well-organized, Self-motivated, independent
• Closely work with Sales, Operations and other key internal stakeholders
• Assist & Support with Projects in order to drive & improve the global goals for CS metrics.

Customer Focus

• Customer oriented and good problem-solving skills
• Focus on Customer satisfaction and driven by results
• Willing to meet and support customers on-site where required

Skills Development

• Willing to continuously learn new products, processes and systems.
• Capable to adapting to constantly evolving technology and support landscapes.

Qualifications/Experience/Knowledge

• Bachelor Degree
• 1-2 years of experience in a customer support position
• Excellent communication and presentation skills.
• Experience in handling customer complaints, troubleshooting and resolution.
• Fluent in Microsoft Word, Outlook, Excel & PowerPoint.
• CRM experience an advantage
• To work independently but also a strong team player.
• Have patience and the ability to mitigate customer concerns.
• Capable to work under pressure due to workload and unexpected technical issues.
• Strong stakeholder management skills in or to with different internal teams to resolve issues.
• Ability to self-manage time and queues and multi-task.
• Develop strong relationships with customers.
• Willing to Learn through structured training as well as independently.

About Us

RELX is a global provider of information-based analytics and decision tools for professional and business customers.

We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.

We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.

About LexisNexis Legal

We are at the forefront of Legal Tech. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.

Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way 21st century legal content is produced, disseminated, and utilised. You have the power to empower those in need and truly make a difference to the lives of people all around the world.

Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:

LexisNexis Careers | Legal & Professional | Legal Tech Jobs

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