Accountabilities:

The main task of a Customer Support Representative is to provide multi-skill/function type of support through various communication methods (phone, email and chat). They will assist different customer types who are using LN Pacific/UK products. The support provided are, but not limited to account management, payment and invoice request and queries, marketing and sales queries, other print products related requests and queries, and market insights inquiriesThe secondary task involves the documentation of the conversation between CSR and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through iKnow, Salesforce and/or CSCMEnsures customers are provided with the requested informationEnsures all customers’ claims and queries are satisfactorily investigated and resolvedInitiates the escalation process for unresolved customer problemsCommunicates any sales lead or sales issues identified through day-to-day contact with customers to appropriate business contactsWorks within standard operating procedures and/or analytical methodsWorks with a moderate degree of supervisionApplies analytical and technical skills to perform a variety of activitiesHas good understanding of how the team integrates with othersRecognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating proceduresUses communication skills and common courtesy to exchange information

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 Group, 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.