Job Summary

Work includes assisting customers telephonically or non-telephonically with Tier 1 service and support issueProvides points of contact across the globe for customers of the Health Science and Science & Technology Print Books and eBooksProvide fulfillment, pre and post-sales support to all customer typesDiagnose and resolve problems utilizing department tools, resources, business judgment and expertiseManage the customer service mailboxes and queues to address concerns of customers and other internal departmentsEnsure productivity, delivery and quality levels are met in order to meet and exceed customer expectationsAdhere to processes as required Elsevier Customer Services

Accountabilities

To provide Elsevier customers with a high level of customer services responding to all enquires received via all methods of communication channelsTo provide first level contact and convey resolutions to customer issuesManage and Handle inbound telephone callsManage and resolve inquiries and issues through emails using the RightNow (OSVC) system and various mailboxesManage and resolve inquires and issues through chat using the RightNow  (OSVC) system and various chat queuesProvide assistance on availability, orders,  invoices to clients and handle payment enquiriesProperly escalate unresolved queries to the next level of support  through tracking issues, routing and redirecting problems to correct resources as neededEnsure proper documentation, system modification,Follow up with customers, provide feedback and see problems through to resolutionRecommended work flow modifications or improvement as deemed necessary to improve processes

Qualifications:

Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasksSelf-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUSTMust ability to work quickly in a fast-paced environment; work well as a team member and work well independentlyExcellent written and verbal communicationExcellent customer service skillsExcellent in multi-taskingBachelor’s degree in a customer service field or equivalent experienceAt least 1 year customer service in contact center environment or equivalent training (2 years preferred)Willing to work on business unit holidays and/or render overtime when necessaryMust be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not be enrolled in any Performance Improvement Plan (PIP) for the last 12 monthsMust not have any Attendance and Punctuality issues in the past 12 months

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.

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