The Research Expert provides new and existing customers with the best possible service in relation to creating searches, alerts/tracks, service requests, document delivery and product usability including ticket escalations. You are expected to provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.

Accountabilities:

Assisting customers telephonically or non-telephonically with service and support issues.      

Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products

Recommend products or features that may benefit the customer.

Escalate any system issues after thorough troubleshooting

Has no supervisory responsibilities

Qualifications:

Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)

Minimum of 2 years BPO experience (Technical, Sales, Finance, or Legal background is a plus)

Excellent verbal and written communication skills

Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization

Strong analytical, quantitative and deductive reasoning skills

Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends

Ability to work with leadership teams

Flexible with schedule

Highly Collaborative

Passionate – Driven and committed to exceed goals, with energy that inspires others

Curious – Have a passion for continuous learning and improvement

Accountable – Get things done, takes ownership and committed to make things happen

Team player – Think and act for the greater good and accept collective responsibility

Courageous – Does the right thing, in the right way for the right reasons

Customer-centric – Understands the value for customers and have customer experience at the heart of what he/she does

Focused – ability to keep going in the face of adversity

Adaptable and can quickly change course when required

Must be in current role for 1 year

Must not have received any Disciplinary Action within the past 12 months

Must not have any Attendance and Punctuality issues in the past 12 months





 



 











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