Key accountabilities:

Customer Assistance: Act as the first point of contact for customers during the subscription renewal period, responding promptly to inquiries via email, phone, and chatIssue Resolution: Handle and resolve any issues related to billing, account access, and subscription management, ensuring customer satisfactionSales order processing: Handle basic sales order processing where required if the renewal needs updating or updated paperwork such as new order forms or re-issuing opportunities Information Clarification: Provide clear and concise explanations regarding subscription terms, pricing, and product or service changes. This includes educating customers on the benefits of renewing their subscription, any new features or updates, and other relevant informationFeedback Collection: Gather customer feedback and suggestions to improve the subscription renewal process and customer experienceEscalation Management: Identify and escalate complex issues to the appropriate departments (e.g., billing, technical support, or training teams) when necessaryDocumentation: Maintain accurate and up-to-date records of customer interactions, ensuring all queries are tracked and resolved efficiently

Required skills and behaviors:

Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly mannerPrevious experience in customer service, technical support, or subscription management is preferredExcellent problem-solving skills with a proactive approach to resolving customer issues.Ability to handle multiple inquiries and prioritize tasks effectivelyAbility to handle standard sales processes with confidence and attention to detailFamiliarity with CRM systems or customer support platforms (e.g. Salesforce)A customer-first mindset, with a high level of empathy and patience

Qualifications:

Bachelor’s degree  2 years BPO experience Excellent communication skills (Verbal and Written) Experience with customer facing customer service Proficient in Microsoft ToolExperience with CRM Tool (e.g Salesforce) is preferredB2B/B2C experience is preferred

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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