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 chat + Issue Resolution: Handle and resolve any issues related to billing, account access, and subscription management, ensuring customer satisfaction + Sales 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 information + Feedback Collection: Gather customer feedback and suggestions to improve the subscription renewal process and customer experience + Escalation Management: Identify and escalate complex issues to the appropriate departments (e.g., billing, technical support, or training teams) when necessary + Documentation: 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 manner + Previous experience in customer service, technical support, or subscription management is preferred + Excellent problem-solving skills with a proactive approach to resolving customer issues. + Ability to handle multiple inquiries and prioritize tasks effectively + Ability to handle standard sales processes with confidence and attention to detail + Familiarity 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 Tool + Experience with CRM Tool (e.g Salesforce) is preferred + B2B/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. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.